Category Management

Organize tickets and knowledge base articles with a structured category system.

Creating Categories

Basic Category Setup

1. Go to Admin > Categories > Create Category
2. Configure category details:
   • Name: Clear category name
   • Description: Category purpose
   • Parent Category: For subcategories
   • Color: Visual identification

Category Hierarchy

• Parent categories
• Subcategories
• Nested organization
• Category relationships

Category Types

Ticket Categories

• Technical Issues
• Billing Questions
• Feature Requests
• General Inquiries

Knowledge Base Categories

• Getting Started
• Troubleshooting
• How-to Guides
• FAQ

Category Configuration

Display Settings

• Category icons
• Color coding
• Display order
• Visibility settings

Routing Rules

• Auto-assignment
• Department routing
• Priority settings
• SLA configuration

Category Management

Editing Categories

• Update names and descriptions
• Modify hierarchy
• Change display settings
• Update routing rules

Category Deletion

• Merge with other categories
• Reassign tickets
• Archive old categories
• Data preservation

Category Analytics

Usage Statistics

• Ticket volume by category
• Resolution times
• Customer satisfaction
• Trend analysis

Performance Metrics

• Category performance
• Agent efficiency
• Customer feedback
• Improvement areas

Integration Features

Email Integration

• Category-based routing
• Auto-categorization
• Email templates
• Response automation

API Integration

• Category APIs
• Bulk operations
• External system sync
• Data import/export

Best Practices

• Logical category structure
• Consistent naming conventions
• Regular category reviews
• User training
• Performance monitoring