Types and Sub Types are a lower level or categorization from the Request Types. Types and Sub Types offer more details and allow tickets to be more specific. The benefit of using the Types and Subtypes is to allow the user to drill down in the reports and assign different teams for types and subtypes.
i.e.: If you want to create a ticket to change the content of the website, you will have the following categorization:
Workspace: IT Helpdesk
Request Type: Report an issue
Category: Laptops
Sub Category: Power cable


Creating Categories

  1. Select the required workspace > Click … > Category
  1. Select “+ New Category”
  1. Select a name for the new Category
  1. Newly created Categories will appear and can be selected from when creating a ticket

Creating a Sub Category

  1. Select the required workspace > Click … > Sub Category
  1. Select “+ New Sub Category”
  1. Select a name for the new Sub Category
  1. Newly created Sub Categories will appear and can be selected from when creating a ticket

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