Support  ·  Forms and approvals

Categories

Sort tickets by kind of request, and set the team and SLA each kind gets.

A category is a kind of request, like “Hardware”, “Building repairs”, or “New hire”. Every ticket has one. The category decides which department the ticket belongs to, which team it goes to by default, and which SLA it follows.

The Categories list shows each category’s department, its team, its SLA, and how many open tickets it has.

Where categories get used

• Every form belongs to a category. The form is listed under that category’s department on the New ticket page.
• Techs pick a category on Quick ticket.
• Email addresses that open tickets, and recurring tickets, each name a category.
• Routing rules can check a ticket’s category, or change it.

Add a category

1. Click Add category.
2. Name it and pick its Department. Department managers see every ticket in their departments’ categories.
3. Pick the team under Goes to team. Routing rules can send a ticket somewhere else, but this is where it goes otherwise. With No team, its tickets wait unrouted unless a rule sends them somewhere.
4. Set Order in lists if you want. Lower numbers show first within the department.
5. Pick an SLA, or leave it at None: no due times. SLAs are set up under Settings, SLAs.
6. Click Save.

Change the SLA

When you give a category a different SLA, its open tickets switch to the new one right away, and their clocks start from that moment. The page tells you how many tickets picked up the change. See SLAs and business hours.

Turn a category off

Untick Active and save. Its forms disappear from the New ticket page, and it isn’t offered anywhere new. Old tickets keep it. Turned-off categories are hidden from the list until you click Show turned off at the bottom.

A category with no tickets can be deleted from the bottom of its page once nothing else uses it. See Deleting settings.