Building Blocks
Classifications
The taxonomy that organises your entire system — get the structure right once and you earn years of consistent reporting, automatic routing and better AI context.
Updated Jan 23, 2026
Building Blocks · 2.1
Classifications are the labelling system that runs through every module. Get it right once and you earn years of consistent reporting, automatic routing and better AI context. Get it wrong and every module reinvents the wheel.
Why this matters to the business
How do you want to report later? At which level do you want to route tickets? Which meeting reasons count towards your hybrid-working metrics? The answers shape your classification structure — not the IT team, but the process owner accountable for the outcome.
"I want to report by…"
Department, cost centre, building, service type — only possible if the classification is applied consistently.
"Tickets to the right team"
Automatic routing based on classification + linked workgroup — no more manual assignment.
"Catering products organised"
Hierarchical product categories so the orderer doesn't have to scroll through 200 items.
"AI understands our context"
AI Agents lean on classifications to make suggestions — no taxonomy = generic answers.
The 11 classification types
Gfacility has eleven classification types, each with a specific role in a specific module. This table outlines the scope; which ones you use and how you configure them you decide later.
| Type | Used in | Hierarchy | Example |
|---|---|---|---|
| Filter category | all modules with filters | — | "My team", "Critical this week" |
| Product category | Catering | ✓ | Breakfast → Sandwiches → Filled |
| Layout type | Bookings / Locations | — | Theatre, U-shape, Cabaret |
| Location category | Locations | — | Meeting room, Flex desk, Huddle |
| Meeting reason | Bookings | — | Client visit, Internal, Training |
| Organization category | Organizations | — | Internal, Supplier, Customer |
| Finance product cat. | Finance | — | Charge-back, Investment |
| Task classification | Helpdesk, Tasks | ✓ | IT → Hardware → Laptop |
| Urgency | Helpdesk (priority matrix) | — | Low · Medium · High · Critical |
| Impact | Helpdesk (priority matrix) | — | 1 user · Team · Whole org |
| Relationship type | Assets, Configuration Items | — | "Depends on", "Replaces" |
Classification ≠ Type
A common point of confusion. Classifications are descriptive and hierarchical (taggable, reportable). Types (Task Type, Ticket Type) determine which workflow applies — they live on a separate screen. Decision tree:
→ Classification
Do you want to report, filter or route on it? Descriptive dimension.
→ Type
Does it determine the process flow or which statuses are possible? Workflow-driven.
Routing via classification members
Task classification supports linked workgroups. When a ticket is created or classified, Gfacility can automatically assign the right workgroup — no more manual routing. This is the main reason to design classifications before workgroups.
Which decisions will you make later?
Which types will you actually use?
Not all 11 are relevant every time. Start small, expand based on reporting and routing needs.
How deep do you go in hierarchy?
Three levels max is recommended for adoption. Deeper = decision fatigue for end users.
Which ones link to workgroups?
Task classifications that drive routing require you to know the workgroup design first.
Which ones do you feed to AI?
AI Agents work better with a clear taxonomy. Decide which classifications matter for automation.