Go to Tickets > Settings:

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Then click on “Categories”. From here, you’ll be able to add, edit and reorganize categories: SD-categories-1

 

How to add categories

Click on the “Add a new category” button to open a new pop-up window:

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You can give the new category a name, define the default agent (optional), define whether the category is a parent category or a subcategory, and define the default supplier (optional).

In the following example, we created a new parent category called “Communication Services”:

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After being saved, the new category is visible in the main category list:

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How to create a subcategory

Click on the “Add a new category” button to open a new pop-up window.

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You can give the new subcategory a name, define the default agent, choose which category the new subcategory is part of, and define a default supplier.

In the following example, we created a new subcategory called “Mobile devices” in the parent category “Communication Services”, assigned to the default supplier “Supplier01”.

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After being saved, the new subcategory is visible in the main category list as a subcategory of “Communication Services”:

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When a user creates a new ticket, this category will immediately be visible in the category list.

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How to edit a (sub)category

You can edit a category or subcategory at any time.

Click on the name of the chosen category. The “Edit” button will appear on the right side of the screen: SD-categories-9

Clicking on the “Edit” opens the pop-up window of this category:

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How to reorganize categories and subcategories

You can reorganize categories and subcategories in the category root.

Click on the “Reorganize” button:

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You can move categories or subcategories  by dragging and dropping. A grey line indicates where the category will appear:

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In the above example, we moved the the subcategory “Internal Cleaning” from the category “Cleaning Services” to the category “Security Services”.

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