Category Management

Organize tickets with a structured category system that supports hierarchical organization.

Creating Categories

Basic Category Setup

1. Go to Admin > Categories > Create Category

2. Configure category details:

   • Name: Clear category name (required, max 100 characters)
   • Parent Category: Optional - select a parent category to create a subcategory
   • Department: Optional - assign category to a specific department
   • Color: Optional - visual identification color (max 50 characters)

3. Click "Create" to save the category

Category Hierarchy

Categories support a hierarchical structure:

• Parent Categories: Top-level categories (no parent)
• Subcategories: Categories with a parent category
• Categories can be nested to create organized structures

Example structure:

• Technical Issues (parent)
  • Login Problems (subcategory)
  • Performance Issues (subcategory)
• Billing Questions (parent)
  • Payment Issues (subcategory)
  • Refund Requests (subcategory)

Editing Categories

1. Go to Admin > Categories
2. Click "Edit" on the category you want to modify
3. Update any of the following:
   • Category name
   • Parent category (to change hierarchy)
   • Department assignment
   • Color
4. Click "Save" to update

Category Management

Deleting Categories

1. Go to Admin > Categories
2. Click "Delete" on the category you want to remove
3. Confirm the deletion

Note: Tickets with deleted categories will need to be reassigned to a different category.

Restoring Categories

Deleted categories can be restored if needed.

Category Features

Available Fields

• Name: Category name (required)
• Parent Category: For creating subcategories (optional)
• Department: Associate category with a department (optional)
• Color: Visual identification color (optional)

Category Usage

Categories are used for:

• Organizing tickets by type or topic
• Filtering tickets in the ticket list
• Auto-assignment rules (routing tickets based on category)
• Reporting and analytics

Best Practices

• Use logical category structures
• Create clear, descriptive category names
• Use parent categories to group related subcategories
• Assign colors for quick visual identification
• Regularly review and update category structure
• Keep category names consistent and professional