Methods, systems, and computer program products for analyzing tickets using discourse cues in communication logs are provided herein. A computer-implemented method includes analyzing a plurality of communication logs associated with a query related to an information technology issue to determine one or more discourse relationships between the plurality of communication logs; generating a hierarchical structure representing the plurality of communication logs and the one or more determined discourse relationships; associating the query with one or more classified queries by (i) determining one or more patterns in the hierarchical structure and (ii) comparing the one or more determined patterns to patterns associated with multiple historical hierarchical structures associated with classified queries; and determining one or more information technology issue categories applicable to the query based on said associating.