Classify support tickets by team or topic
Upload an export of tickets, emails or chats and get the right team or topic on every one. Free, no sign-up.
or drop it here
CSV, Excel, Parquet or JSON. Up to 100 MB or 100,000 rows per file.
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1. Columns to read
Pick the columns that help decide. They're read in the order you click them.
Numbers and dates can help, but they're less useful than text: they're read as words, so there's no math or date comparison. Include a text column for the best results.
2. What to decide for each row
3. Review
Preview first to check the results. Previews are free and don't count toward your daily limit.
Not quite right? Reword the question, describe the categories more clearly, or choose different columns, then preview again.
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Help desks like Zendesk, Freshdesk, Intercom and Gmail can all export conversations to CSV. Tagging a backlog by topic shows where your support volume really comes from, but nobody wants to tag thousands of tickets by hand.
List your teams or topics, pick the message column, and each ticket is assigned one, with a confidence score. You can also ask a yes/no question, like "Is the customer asking to cancel?", to pull out urgent cases.
How to do it
- Export tickets from your help desk as CSV or Excel, including the subject and the first customer message.
- Select the subject and message columns, in that order, and list your teams or topics with a short description each.
- Preview, adjust the descriptions where tickets are misrouted, then run the whole file.
Example
Real results from the sample file (support tickets). The last row shows a case the model wasn't sure about, flagged for you to check:
| Customer message | Team | Confidence | Needs review |
|---|---|---|---|
| My new card still hasn't arrived and it's been two weeks. | Cards | 100% | |
| Why was I charged a fee for withdrawing cash? | Fees & exchange rates | 100% | |
| I sent money to my sister yesterday and it still says pending. | Payments & transfers | 100% | |
| Someone in my family used my card without asking, what should I do? | Cards | 51% | Yes |
Tips for better results
- Descriptions matter most here: say what each team handles and what it doesn't ("Billing: invoices and refunds, not login problems").
- Keep categories to a few dozen at most. With many similar topics, accuracy drops and more rows are flagged for review.
- Run a yes/no question as a second pass for urgency, cancellations or legal threats.
Questions
Which help desks can I use this with?
Any tool that exports to CSV or Excel, including Zendesk, Freshdesk, Help Scout, Intercom and HubSpot. Pick the columns that hold the subject and message.
How many topics can I use?
Up to 255, but fewer works better. With dozens of similar topics, expect more rows marked "needs review".
Can it read whole email threads?
Yes, as long as the thread is in a column. Very long threads are fine, but the first customer message usually gives the best signal.
More things you can do
- Categorize bank transactions
- Sentiment analysis in Excel
- Categorize survey responses
- Score sales leads
- Detect spam submissions
- Categorize products
Or classify your spreadsheet any other way you like.