---
title: IT Helpdesk Ticket Classification Reviews
meta_title: 'IT Helpdesk Ticket Classification Reviews 2026: Details, Pricing, & Features
  | G2'
meta_description: Filter reviews by the users' company size, role or industry to find
  out how IT Helpdesk Ticket Classification works for a business like yours.
date_modified: '2024-10-06'
parent_category:
  name: Marketplace Apps
  url: https://www.g2.com/categories/marketplace-apps
---

# IT Helpdesk Ticket Classification Reviews
**Vendor:** Mphasis  
**Category:** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace)
## About IT Helpdesk Ticket Classification
A high frequency of issues can generate an overwhelming number of help desk tickets and incorrect delegation to teams to handle them. This leads to a spike in MTTR (mean time taken to resolve) and a dip in FCR (First Call Resolution). The solution mitigates these issues by training a multi-factor ML model that considers factors like ticket impact, urgency, priority, issue description and other features to predict the most relevant group to resolve a ticket. A pool of models is run through data to select the most generalizable model for the ticket classification task.






- [View IT Helpdesk Ticket Classification pricing details and edition comparison](https://www.g2.com/products/it-helpdesk-ticket-classification/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-28+02%3A35%3A56+-0500&secure%5Bsession_id%5D=031f4610-815d-4dfb-92da-2120f8eae854&secure%5Btoken%5D=2f377b6961a6e2b905dd31e36c9415952796068ad896e5b1b48a79a1fecca34e&format=llm_user)

## IT Helpdesk Ticket Classification Features
**Agentic AI - AWS Marketplace**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration