How to Configure Categories for Tickets
Category in ticketing is a system-defined field designed to help organize, classify or structure tickets categories around the core functions of IT and business operations like Hardware & Software, Network & Connectivity, Access & Permissions, Email & Communication etc.
The field by default has sample values (Sample Category 1, Sample Category 2) that can be modified, and additional option values can be set up as per the organization requirement.
Configuring Category Field for Tickets
Accessing the Category Field
- Navigate to the Admin center >> Fields and Froms >> Ticket Fields.
- Select the Category and click its label to open its configuration page.
Customizing the Category Field Values
- Scroll down to the Dropdown Option Values section. The category dropdown values are listed here.
- To modify the default sample values, click the Settings icon and select Edit.
- Use the tick (✔️) symbol to save your changes.
- On the dropdown values field, you can add more category field values.
Categories can be marked as private (internal), please refer to this article, and as read-only. Please refer to this article.
Configuring Field Permissions for Agent and Customer Portals
When configuring your ticketing system, you can control how category fields behave for both agents and customers. By enabling or disabling these permissions, you can tailor the experience to match your workflow and ensure important information is captured consistently.
Configuration for the Agent Portal
| Permission | What It Does |
|---|---|
| Visible while creating the ticket | Displays the field to agents while creating a new ticket. |
| Mandatory while creating or editing the ticket | Makes the field required when an agent is either creating a new ticket or editing an existing one. |
| Mandatory for any status change | Requires the field to be filled or updated whenever the ticket status is changed. |
Configuration for the customer Portal
| Permission | What It Does |
|---|---|
| Visible to user | Displays the category field on the ticket form in the customer portal. |
| Visible while creating the ticket | Displays the field when a user is submitting a new ticket. |
| User can edit the value after submitting the ticket | Allows users to update the field after the ticket is submitted. |
| Mandatory while creating or editing the ticket | Requires users to fill in or update the field when creating or editing a ticket. |
The Ticket Category field is a system-default field that cannot be deleted or deactivated. However, its label for the customer portal can be modified.
To configure the category field, agents must have permission to manage fields and forms.
