Setting up Categories

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Using categories

• Assigned to tickets during creation or at any point in the ticket lifecycle
• Referenced by agents using @Category Name in agent rules
• Used for reporting to track ticket volume by category
• Filtered in views to focus on specific types of requests

• Interactive Walkthrough
• Step-by-step

1

Open workspace settings

Navigate to your workspace settings by clicking your workspace name and selecting Settings.

2

Go to Categories

Click Categories in the left sidebar.

You can create your own categories or import pre-built categories from the template library to get started quickly.

3

Create a new category

Click New Category to create a custom category, or browse the Template Library to import ready-made categories.

4

Enter category details

Fill in the category by:

• Naming it clearly to reflect the type of tickets it will classify
• Adding a description that explains when this category should be used
• Selecting a color to help visually distinguish categories

For this demo, we create a Hardware category.

5

Set as default (optional)

If this category should be the default selection when creating tickets, toggle the Set as default option.

6

Save your category

Click Save to create your category. It will now be available workspace-wide for ticket classification.

7

Create additional categories

Repeat these steps to create categories for different types of requests your team handles, such as:

• Software Access
• Account Issues
• Equipment
• Network & Connectivity
• Security & Compliance