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Categories in Service Center help to efficiently organize and process incoming tickets faster. Each inquiry can be assigned to a specific category, enabling structured management within Service Center.
Add new category
- Open Allthings Cockpit
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Open Micro-App settings
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Navigate to the Micro-App settings of your platform via Administration and Platform Settings.
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Select the "Service Center" Micro-App.
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Add category
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Click "Add new category" in the "Categories in Service Center" section.
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Enter a unique name for the new category.
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Save the category to add it to the list.
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Add translations
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After saving, categories can be translated into the available languages of the App.
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Click the language icon next to the category and add the corresponding translations.
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Activate or deactivate category
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To make a category visible to users, click the eye icon next to the category.
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A crossed-out eye icon means the category is deactivated.
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Once the icon is no longer crossed out, the category is active and can be selected by users when creating tickets.
- To permanently delete a category, click the corresponding icon. Please note that deletion is not possible if it is already used in a ticket or article.
Important notes
- To access the Micro-App settings, "App Admin" permission is required.
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Well-structured categories facilitate the automatic forwarding of new tickets to the responsible team members. Find out more in the article Automatic forwarding of new tickets.
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Use structured or smart tickets to record inquiries even more precisely.