Issue management | Creating and managing categories

Content

• Adding a new category
• Activating or deactivating a category
• Important notes

Categories in issue management help you organize incoming tickets efficiently and process them faster. Each request can be assigned to a specific category, enabling structured management in issue management.

Adding a new category

1. Open the micro-app settings: Navigate via Administration > Platform settings to the Micro-apps of your platform. Select the "Service Center" micro-app there.
2. Add a category: Click "Add new category" in the "Issue management categories" section. Enter a unique name and save the category to add it to the list.
3. Add translations: After saving, categories can be translated into the app's available languages. Click the language icon next to the category and add the corresponding translations.

Activating or deactivating a category

• To make a category visible to users, click the eye icon next to the category.
• A crossed-out eye icon means the category is deactivated.
• Once the icon 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 the corresponding icon. Deletion is not possible if the category is already used in a ticket or article, assigned to a role in role management, or used in an email-to-ticket mapping.

Important notes

• Accessing the micro-app settings requires the permission "Platform settings | Manage settings".
• In a ticket's category selection field, in addition to the app categories managed here, your connector categories are also shown, provided the ticket was received via a phone connector. Smart ticket categories, however, do not appear in this selection field. Manage connector categories in the settings of the respective solution, not in the micro-app settings.
• Well-structured categories make it easier to automatically route new tickets to the responsible team members. Find out more in the article Automatic routing of new tickets.
• Use structured or smart tickets to capture requests even more precisely.

Setting up these features correctly lets you optimize the flow of information and increase efficiency in issue management.