Categories

Categories can be mandatory if chosen in field properties settings. Using them actively can greatly improve the reporting data, as they provide clarity to the registered tickets. The ticket category tree does not come with predefined values, and can be divided into three layers. You can add, rename, enable/disable and delete category values.

Field properties

This configures how the category field on tickets are validated. The choice will only apply when agents create or change tickets and not when tickets are created or changed via self-service, API, email or other sources.

You can choose between the following settings:

Not required
Categorization is not required (default)

Required when creating
Categorization is required when agents create tickets

Required when solving/closing
Categorization is required when agents are solving or closing tickets

Required when creating and solving/closing
Categorization is required when agents create/resolve or close tickets

Required for status change
Categorization is required when agents change the status of tickets

Add new category

Type the category name in the input field and press the return/enter key to add a new category. To add a subcategory, type the name in the overlying input field of the parent category.

Rename category

Double click on the category you want to rename. Press return/enter when you have finished editing the name.

Enable / disable category

It is possible to deactivate/disable a category without removing it completely from the help desk. Simply press “Off” to do so. To activate/enable the category again, press “On” . Disabling a category already in use by a ticket will not remove the ticket’s categorization. Disabling a category only restricts new tickets from using it.

The background colours of the buttons indicate whether a category is enabled or disabled. If a category is enabled, the background colour of the “On” button is green. If a category is disabled, the background colour of the “Off” button is dark grey.

Use the “Hide/Show disabled” button to get a sorted overview of the active categories in your organization.

Delete category

Press to the right of a category to delete it permanently. Removing a category already in use by a ticket will not remove that ticket’s categorization. Removing a category only restricts new tickets from using it. If you regret deleting a category, it can be restored by using the “Undo” button.