How Categories Work


This article explains how categories work in RequestTrackerPro, and some tips on how best to use them. You can also learn how to:

Categories in RequestTrackerPro are used to specify different kinds of tickets, and can be customized to cover a wide range of business use cases. Categories will also be unique to different organizations, too — an online retailer selling t-shirts will have different types of support categories than a cloud-based network security company.

There are many different ways that your organization can use categories, and it may take a little planning and experimentation to find an approach that works best for you. Generally speaking, it’s best to think about categories as a way to divide topics within a queue. For example, if your organization has a queue for tech support, you might want to create one category for service outages, another for errors and bugs, and another for general tech support questions. Alternatively, your sales department might want to use categories like requests, billing questions, and proposals to better manage their sales support queue.

Also, note that you can apply as many categories to a single ticket as you like.

When reviewing a queue, you can use the Search feature to sort for and find tickets for a specific category, making it easy for your agents to focus on the right support needs at the right time.

When a ticket comes into your queue, you can create rules to automatically append the ticket with the appropriate categories, and agents can also manually add categories to tickets. You can learn more about rules here: Rules in RequestTrackerPro.

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