Categories
Overview
The Categories section under Incident Management is vital for organizing and classifying incidents into predefined categories. Using Categories, you can streamline ticket management and improve reporting, ensuring incidents are routed to the appropriate support teams efficiently.
Key Features
- As an admin, you can add, edit, or remove categories based on your organizational needs, mapping them to specific teams or departments for efficient ticket routing.
- Using categories, you can assign incidents to default agents or support teams, minimizing manual sorting and accelerating resolution time.
- You can enable the managers to view the employee tickets associated with the categories on the end-user portal, improving oversight and ensuring faster resolution.
How to Add a Category?
To add a new category, please follow the steps below.
Navigate to Settings > Incident Management > Categories.
The Helpdesk Categories page is displayed.
Click the New Category icon. The New Category page is displayed.
Enter or select the required values in the fields. Please refer to the following table for field names and their descriptions.
Note: All the fields marked with an asterisk (*) are mandatory.
| Field | Description |
|---|---|
| Name | Name used to identify the incident category |
| Icon | Visual representation (like an image or symbol) of the incident category |
| Teams | Teams associated with this incident category |
| Default team | Team assigned by default for this incident category |
| Advanced | Additional settings or options |
| Managers can see Employee's Tickets from this Category on end-user portal | Whether you wish to allow the managers to see the employee’s tickets associated with this category on the end-user portal |
Click Save. The new category is added successfully.
Note: The Edit and Delete icons appear when you hover over a category row. Click the corresponding icon in the desired category row to update or delete and confirm your action.