Categories and Sub Categories are a lower level or categorization from the Request Types. They offer more details and allow tickets to be more specific. The benefit of using them is to allow the user to drill down in the reports and assign different teams for categories and subcategories.
For Example: If you’re creating a ticket to report an issue with your power cable, you will have the following categorization:
– Department: IT Helpdesk
– Request Type: Report an issue
– Category: Laptops
– Subcategory: Power cable
In this blog, we will explain how to create a category and subcategory.
Table of Contents
Creating Categories
- Select Categories from the drop-down menu for the selected request type
- Click on Add a New Category
- Enter a name for the category
- Newly created Categories will appear and can be selected when creating a ticket
Creating Subcategories
- Select Categories from the drop-down menu for the selected request type
- Hover over the desired category and select Subcategories from the list
- Click on Add a New Subcategory
- Enter a name for the subcategory
- Newly created Sub Categories will appear and can be selected when creating a ticket
