--- 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?open_modal_url=%2Fproducts%2Fit-helpdesk-ticket-classification%2Fwishlists%3Fhost_path%3D%252Fproducts%252Fit-helpdesk-ticket-classification%252Freviews%26source%3Dpdp_avatar§ion=pricing&secure%5Bexpires_at%5D=2026-08-05+08%3A20%3A39+-0500&secure%5Bsession_id%5D=50f87945-4066-462e-b042-647d3fc648a2&secure%5Btoken%5D=b3e84bc289cee68bbc693a9ace456f211d20f9f7f7cb8dcc1fe9779a6c7af294&format=llm_user) ## IT Helpdesk Ticket Classification Features **Agentic AI - AWS Marketplace** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration