I'm aiming to improve customer support handling time. One time-consuming top offender is the ticket categorization, which identifies the type of problem or question that was solved by a customer support agent.  Do you have a tool or a custom development to automate this task of ticket categorization?

Yes, the classic "CTI" (Category Type Item) nested menus or similar has always been cumbersome and agents historically don't do a good job navigating through the ticket categorization process.  

Here's an approach I have taken at several enterprises using various ticketing systems.

1. Remove the legacy categorization menus. I keep the "Source" menu because I want to know how they initiated contact (Call, Chat, AI BOT, Self-service etc)
2. Add a lookup field into your CMDB or Application/Service repository
3. Upon ticket creation, simply choose the app/service or other configuration item the user is calling about.
4. At ticket resolution provide a definitive (single level list) menu of "Root Causes" (why did this user call and what was the source of their issue) like: Faulty HW, Training Issue, Access Issue etc etc (our list is about 20 items)

We've found this approach provides ample metrics for teams to understand what is affecting the user base and enables them to dive deeper into reports on tickets for the apps they own which often results in improvements in app function, knowledge and other improvements to the various apps/services.

Hope this helps!!

I am looking for AI usage or text analytics features to solve this case of ticket categorization.