Customer requests are handled differently: 1, 2 lines, other departments' involvement, and partners. The faster we determine the parameters, which influence the entry's processing, the faster we will process the customer request. Divide and rule is the main principle of support.
Spoiler for the lazy ones: sort cases by topics and other essential parameters (client type, claim, or a question) and set priorities.
The reasons to do it:
1. Categorization will help route the request to the right specialist and clear out the queue without losing the answers' quality.
2. Count the reasons for the requests and send them to marketing experts, product specialists, and general directors to understand what is going on with the product, where, and why the company loses money.