Ticket Categories

Ticket Categories are the controlled list of categories a ticket can be given, such as Billing or Technical issue. Agents pick one from the Category field in a ticket, the Tasks page can filter and group by it, and because every ticket uses the same list, reporting by category stays consistent.

The list is managed from Administration > Ticket Categories and needs the same permission as Business Units.

Managing Categories

The page lists every category with the number of tickets using it, whether it is active or retired, and its controls.

Add a Category

Add a new category to the list agents choose from.

Steps:

1. Navigate to Administration > Ticket Categories.
2. Type the name in the New category name field.
3. Click Add.

Result: The category appears at the bottom of the list and is offered in every ticket's Category field.

Rename a Category

Change a category's name everywhere it appears.

Steps:

1. Click the Rename (pencil) button on the category's row.
2. Edit the name and press Enter, or click Save.

Result: Every ticket that has the category shows the new name. Nothing else about the tickets changes.

Reorder Categories

Set the order categories are offered in.

Steps:

1. Use the Move up and Move down arrows on a row.

Result: The ticket window's Category field and the Tasks page filter offer categories in this order.

Retire or Restore a Category

Stop offering a category without touching the tickets that already have it.

Steps:

1. Click the Retire button on the category's row.
2. To offer it again later, click Restore.

Result: A retired category is no longer offered for new or changed tickets. Tickets that already have it keep it, show it as (retired), and can still be found with the Tasks page's Category filter.

Delete a Category

Remove a category that no ticket has ever used.

Steps:

1. Click the Delete button on the category's row.
2. Confirm.

Result: The category is removed from the list.

Related Topics

• Business Unit
• Admin Guide