How to Configure the Category Field for a Brand

The Category field can be used to categorize tickets by type, department, or other criteria. It is a system field found under “Ticket Fields” or “Ticket Forms” in the admin settings. The category field is automatically mapped to all brand forms by default.

You can add or edit the dropdown values for the category. Additional information about how to add dropdown values to the field can be found in this article.

Configuring cascading dropdown values for the category field based on brand

If your organization uses multiple brands, you can configure cascading dropdown values for the Category field based on the selected brand. This can be achieved through the field dependency option, which establishes a parent-child relationship between fields.

For instance, if you are using two brands such as “Animal” and “Bird”, you can configure the Category field to display a list of animal names or animal categories only when the “Animal” brand is selected.

Similarly, if you choose the brand “Bird”, the Category field will display the categories of birds or a list of bird names.

To do this, you would enable the “Field dependency” option for the Category field and select the “Brand” field as the parent field.

You can find more details about how to use field dependency for creating dropdown values in this article.

You can also have the ability to dynamically show or hide fields based on the selected field value using the Field Display Condition feature. You can find more details about how to use Field Display Conditions in this article.

Please watch this video tutorial for further information.

Related Article:

How to Change a ticket category from Private to Public

How to Create a Private or Internal Ticket Category

The Difference Between Private (Internal) and Public Categories