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Ticket Categories: Overview

Mitchell Ivany Updated by Mitchell Ivany

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What Are Ticket Categories?

Ticket Categories help you organize and classify tickets in a structured way, similar to how Canned Reply categories work. They provide a clear naming system that makes it easier to identify and manage different types of tickets.

Why Use Ticket Categories?

Ticket Categories can be applied to one or more tickets to:

  1. Identify and group similar tickets.
  2. Highlight specific next steps with clear, visible indicators.

This makes it easier to track, sort, and resolve tickets efficiently.

How to Create a Ticket Category

  1. Navigate to Settings → Ticketing → Ticket Categories. Click Create Ticket Category.
  2. Enter a name for your category (for example, Escalation) within the Create Ticket Category window. Check the Enabled box.
  3. Click Create.

How to Edit Ticket Categories on a Ticket

You can assign Ticket Categories to both new and existing tickets. When editing a ticket, you’ll find a section at the bottom of the window where you can add one or more categories.

You can add or change Ticket Categories by editing a ticket:

  1. From the Ticketing List View.
  2. From within the Ticket Management View.

Common Examples of Ticket Categories

Here are some useful categories to consider:

  1. Escalations — Keeps the original group intact, while making it easy for team leads and supervisors to find and review escalated tickets.
  2. Pending Bug Fix — Groups tickets caused by known bugs for tracking and resolution, without changing the assigned group.
  3. Pending Network Upgrade — Identifies tickets that depend on future network upgrades for resolution.

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