How to create a new category

Overview

Categories are essential for organizing and classifying tickets within your helpdesk. They provide a hierarchical tree structure (e.g., IT -> Hardware -> Printer) that helps route tickets, apply specific workflows, and present relevant custom fields. You can also use categories to control which ticket types are visible to different groups of requesters, tailoring the helpdesk experience for your users.

Step-by-Step Guide

1. Navigate to Categories

To begin creating and managing your ticket classification system, go to the Categories page.

• From the main navigation panel, click on Settings (1).

• Under the Helpdesk section, select Categories (2 & 3).

2. Create a Main Category

Start by creating your top-level categories.

• In the Add main category... field (4), type the name of a high-level category (e.g., "IT," "Human Resources," "Facilities").

• Click the plus icon (+) (5) to add it to your category list.

3. Build Your Hierarchy (Add Subcategories)

Once a main category exists, you can build a tree structure with more specific subcategories and items.

• Select the desired parent category from the list on the left (e.g., "IT").

• Click the plus icon (+) that appears next to the category name to add a new subcategory directly beneath it.

• Repeat this process to create as many levels as you need to properly classify your service requests.

4. Configure Category Settings

Select any category or subcategory from the list to manage its specific settings on the right-hand side of the screen.

• Visibility: Enable the Show category to requesters toggle (2) if you want end-users to be able to select this category when submitting tickets.

• Permissions: Once visibility is enabled, a Permission dropdown (3) will appear. Here, you can keep it visible to "All Users" or restrict access to specific User Groups you have created.

• Custom Fields: Add category-specific fields by clicking the Text, Number, Date, Checkbox, or Dropdown buttons. These special fields will only appear on the ticket form when a user selects this specific category.

5. Save Your Changes

• After configuring a category's visibility, permissions, or custom fields, click the Save button (4) to apply your changes.