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Categories in issue management help to efficiently organize and process incoming tickets faster. Each request can be assigned to a specific category, which enables structured management in issue management.
Add new category
- Open micro-app settings: Navigate via Administration > Platform settings to your platform's Micro-Apps. Select the "Service Center" micro-app there.
- Add category: Click on "Add new category" in the "Issue management categories" section. Enter a unique name and save the category to add it to the list.
- Add translations: After saving, categories can be translated into the available languages of the App. Click on the language symbol next to the category and add the corresponding translations.
Activate or deactivate a category
- To make a category visible to users, click on the eye symbol next to the category.
- A crossed-out eye symbol means that the category is deactivated.
- As soon as the symbol is no longer crossed out, the category is active and can be selected by users when creating a ticket.
- To permanently delete a category, click on the corresponding symbol. Deletion is not possible if the category is already being used in a ticket or article.
Important notes
- To access micro-app settings, the "App Admin" permission is required.
- In a ticket's category selection field, in addition to the app categories managed here, the categories of your connectors (e.g. omnichannel solutions) and the smart ticket categories of your company are also displayed. Connector categories are managed in the settings of the respective solution, not in the micro-app settings.
- Well-structured categories facilitate the automatic forwarding of new tickets to the responsible team members. Read more about this in the article Automatic forwarding of new tickets.
- Use structured or smart tickets to capture requests even more specifically.
By correctly setting up these functions, you can optimize the information flow and increase efficiency in issue management.