Introduction

Categories help you streamline and organize tickets by grouping similar types of requests or issues. Whether it’s hardware problems, software bugs, or service requests, categorizing tickets makes it easier to sort, filter, report, and analyze trends.

For instance, by assigning all hardware-related change requests to a specific category, you can quickly track how many such requests were raised in a given time period.

To create a category:

  1. Navigate to Categories under Configuration section.
    The Categories page is displayed.

  2. On the CATEGORIES page, click + Add to create a new category.
    The ADD CATEGORY page is displayed.

  1. Fill in the below Category Details:
  • Name: The title or label for the categorya.
  • Ticket Type: The type of Service Desk ticket the category applies to (for example, Incident, Change Request, Service Request).
  • Parent Category: An optional higher-level category under which this category is grouped, used for organizing subcategories.
  • Description: A brief explanation of what the category represents or when it should be used.
  1. Click ADD CATEGORY to save your new category.