Ticket categories

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Categories allows to classify trouble tickets to the Support center, facilitate their processing and provide better assistance to users.

When creating a ticket to the Support center, the users can specify a category related to their question or problem, such as "Finance" or "Technical support". Depending on the selected category the ticket will be assigned to a responsible administrator or department who will give an answer or resolve the problem described in the ticket.

This module can be used to manage the categories: you can add a new category, edit and delete the existing one, specify additional parameters, and assign responsible departments.

Module«support center»
Image:T-back.png Back to the tickets list
Image:T-bullet.gif View a list of categories
Image:T-new.png Create new category
Image:T-edit.png Edit category parameters
Image:T-delete.png Delete category
Image:T-on.png Enable the selected category this category is active and can be used when submitting new tickets
Image:T-off.png Disable the selected category

View a list of categories

  • Category name - name of the question category.
  • Parameters - current status of the category status:
Image:p-on.png - this category is active and can be used when submitting new tickets.
Image:p-off.png - this category is not active.

Create new category

To create a category, click the "New" icon and fill out the form:

Module«support center»
  • Category name - enter a name for the new category.

Edit category parameters

To edit the existing category parameters, select it from the list, click the "Edit" icon and modify the data. The edit form is similar to that for a new category creation.

Delete category

To delete a category, select it from the list and click the "Delete" icon. Confirm that you want to delete the selected category by clicking "OK" on the following window.

Please note: deleting a category will not delete the associated tickets.

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