Hi,
After user submits a ticket, staff (service desk agent) should be able to assign a category to ticket, this will help identify the nature of problems. This will also help to build up a knowledge base.
Preferably the category has 2 or 3 levels of sub-category. This will help in identifying frequency of occurrence of the same issue. Thus, prioritize resources accordingly to resolve the issues more effectively & efficiently. Useful when doing the periodic review of outstanding issues.
;)