---
title: Service Desk Ticket Classification Reviews
meta_title: 'Service Desk Ticket Classification Reviews 2026: Details, Pricing, &
  Features | G2'
meta_description: Filter reviews by the users' company size, role or industry to find
  out how Service Desk 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
---

# Service Desk Ticket Classification Reviews
**Vendor:** Mphasis  
**Category:** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace)
## About Service Desk Ticket Classification
A high frequency of issues can generate an overwhelming number of service 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 Service Desk Ticket Classification pricing details and edition comparison](https://www.g2.com/products/service-desk-ticket-classification/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-14+11%3A39%3A44+-0500&secure%5Bsession_id%5D=f7f6b3ac-49df-4ff0-a5bd-61f22851c64f&secure%5Btoken%5D=b77fd52e4dc4ef41ac1295a840565e6c2e940ac791dc08e455cfd28ff6576f7e&format=llm_user)

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