Ticket Categorisation and Tagging Audit
Check labels used for reporting.
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Audit ticket tags. A list of tags with counts and examples of ten tickets with the tags applied: [TAG_DATA]. Reports built on the tags: [REPORTS]. Product areas: [PRODUCT_AREAS]. Check for overlapping tags, tags too vague to use, inconsistent use between agents, missing tags for real issues, and reports that are misleading because of poor tagging. Propose a smaller tag set. Return a table with Tag, Problem and Action, a revised taxonomy with definitions and examples, and a quarterly review routine. Also suggest limits on the number of tags per ticket, a required field list for common cases, and a monthly check of how many tickets are tagged other. Include a procedure for retiring tags without losing historical reports. Further, suggest limiting the list to categories that lead to a decision, and a rule for reviewing tags that are used fewer than five times a quarter. Add one rule for tickets that fit more than one category. End with a plain-language paragraph I could forward to a colleague who has not seen the material, summarising the main findings and the agreed next steps.
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