Many MSPs waste precious time manually sorting tickets, often due to a lack of structure in their PSA system. But a well-defined ticket categorization system can make all the difference—faster resolution times, streamlined automation, and clearer analytics.
To help you get started, we’ve prepared a ready-to-use Excel template with a complete list of categories and subcategories you can import into your PSA. Grab it for free below :
🎁 Download the Ultimate PSA Ticket Categorization Template
A ready-made Excel file with proven ticket categories and subcategories, designed for growing MSPs.
1. Why a Clear Categorization System Matters
- Saves time: Tickets are routed to the right technician, faster.
- Improves service quality: Clear categories help techs understand the context right away.
- Better analytics: Track trends, volumes, and recurring issues over time.
- Automation-friendly: Categories are the foundation for workflows and auto-routing.
2. No Time to Build One? We’ve Got You Covered.
Our Excel template includes a fully structured system with key areas such as:
- Networking
- Hardware
- Software
- Security
- Service Requests
- Incidents
- …and more!
Each with relevant subcategories, ready to plug into your PSA platform.
3. Take It Further with Automation (powered by MIZO)
At MIZO, we took this one step further. Our AI-powered agent reads incoming tickets and automatically assigns the correct category based on content.
That means:
- No more manual sorting
- Fewer errors
- Cleaner, more consistent data
- Faster support response
4. Use Your Data to Drive Real Optimization
Once your categories are in place, your data becomes gold:
- Spot recurring issues
- Improve internal processes
- Better allocate your resources
- Predict future ticket volumes
With MIZO, all this information is centralized, visualized, and actionable—so your team can focus on what matters most.
Conclusion
Smart categorization isn’t just about being organized—it’s about unlocking faster support, smoother operations, and better insights.
💡 Download our free Excel template now and take the first step toward a better ticket management system.