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Frequently asked questions
Everything about the C1-C2 methodology, the free masterclass and the tools — in short answers.
Frequently asked questions
What is the C1-C2 methodology?+
C1-C2 is a two-layer ticket taxonomy: C1 is the parent category (e.g. 'Delivery'), C2 is the specific subcategory (e.g. 'Parcel not received'). This structure eliminates 'Other' buckets and makes reporting and AI automation reliable.
Who is the CX Digital C1-C2 Masterclass for?+
Customer service managers, team leads and operations owners who want to fix their ticket structure to unlock reporting, quality assurance and AI.
How long is the course?+
Five modules, about two hours in total. Self-paced — pause any time and continue later.
What does the masterclass cost?+
The C1-C2 Masterclass is completely free. You only need an account to save your progress.
Does the methodology work for Zendesk, Gorgias, Freshdesk and Intercom?+
Yes. The C1-C2 methodology is tool-agnostic. Mapping to fields and tags differs per platform, but the underlying structure is the same.
Are there free tools to self-assess?+
Yes: the Chaos Score, Objective Scan, C1/C2 Builder and Calibration tool. All free, no account required.
What is the Objective Scan?+
The Objective Scan calculates your chaos score from your real data instead of a self-assessment. You upload a small export with 'category name' and 'ticket count' and the tool scores four data points: the share of vague buckets (Other, General, Unknown), the concentration in your largest category, longtail noise, and depth (flat list or a real C1-C2 structure).
Which file do I upload for the Objective Scan?+
A CSV or Excel export from your helpdesk (Zendesk, Gorgias, Freshdesk, Salesforce) with a category name and a ticket count per row. Two columns are enough; if C1 and C2 are separate columns we also measure depth.
Is the Objective Scan safe — what happens to my data?+
Your file is parsed entirely in your browser and nothing reaches our server until you choose to request the improvement plan. After the calculation the file is dropped from memory. We only need category names and counts: never upload files containing customer names, email addresses or ticket descriptions.
What is the difference between the Chaos Score and the Objective Scan?+
The Chaos Score is a quick self-assessment based on a few questions. The Objective Scan measures the same chaos against your actual ticket volume. Use the Chaos Score for a first impression and the Objective Scan as evidence for your management team.
How does reporting work once categorization is in place?+
Once C1-C2 is fixed, reporting becomes a set of stable building blocks: volume per C1 for steering, C2 detail for root cause, and trend over time to prove the effect of improvements. In Zendesk Explore you build that as one dashboard per audience — a steering report for management and a workload view for team leads.
Which reports should you build first?+
Start with three: (1) volume and trend per C1, (2) the top 10 C2s driving your biggest cost, and (3) a quality view on the share of tickets still landing in a vague bucket. That third one is your hygiene meter: if 'Other' creeps back up, your taxonomy needs maintenance.
How do I get from the Objective Scan to a working dashboard?+
Through the Reporting Wizard: it translates your C1-C2 structure and chosen KPIs into a concrete dashboard plan for Zendesk Explore. You can execute it yourself with the blueprint, or have CX Digital build it.
The full methodology
Want the full methodology? Start the free course.
The C1-C2 Masterclass teaches you step by step how to build a watertight ticket taxonomy. Five modules, about two hours.
Start the course