Request Category
SupportCenter Plus offers a three-level classification for requests. The classification aids in decision making and automation. For example, you can use the category value to assign requests to a specific support rep.
The three levels of classification are category, subcategory, and item.
To create a category:
1. Go to Admin>> Helpdesk Customizer>>Category.
2. Click New Category and provide the necessary details.
Category Name | Provide a category name. This is a mandatory field. | |
Description | Provide a relevant brief description. (Optional Field) | |
Assign to Support Rep | To assign all requests in this category to the selected support rep. (Optional field) | |
3. Finally, click Save.
To create a subcategory:
1. Go to Admin>> Helpdesk Customizer>>Category.
2. Click New Subcategory to go to the relevant form
3. Now, provide the necessary details.
Subcategory | Provide a subcategory name. This is a mandatory field. | |
Description | Provide a relevant brief description. (Optional Field) | |
Category | Select a category to which the subcategory should be added. (Mandatory field) | |
4. Finally, click Save.
To create an item:
1. Go to Admin>> Helpdesk Customizer>>Category.
2. Click New Item to go to the relevant form.
3. Now, provide the necessary details.
Item | Provide an item name. This is a mandatory field. | |
Description | Provide a relevant brief description. (Optional Field) | |
Subcategory | Select a subcategory to which the item should be added. (Mandatory field) | |
4. Finally, click Save.
You can also bulk import categories (including subcategories and items) from a CSV file.
To bulk import categories:
1. Go to Admin>> Helpdesk Customizer>>Category.
2. Click Import from CSV button.
3. In the Import Wizard, click Choose File, select the CSV file and then click Next.
4. Now, map the category levels with the respective column names in the CSV file and click Import Now.
View, edit, or delete categories
All request categories are listed under the request category configuration page. To access it, go to Admin>> Helpdesk Customizer>>Category.
To view or edit a request category, click the name or edit icon. To edit, make necessary changes, and click Save.
To delete, select one or more request categories using the checkboxes and click Delete.
Related Articles
Business Rules for Request
Business rules are used to automate certain actions for requests that fulfill certain incoming criteria. Some of the actions that can be automated using business rules include assigning groups, support reps, status, and priority. You can now create ...Request Properties
Request properties are additional information about a request which aids in the automation of the request workflow. In this page, we will discuss the request properties in detail. Created By This refers to the user who has raised the request. Learn ...Request Custom Functions
Request custom functions can be used in business rules, request custom triggers, request life cycle, and request timer actions. Using custom functions, you can perform automated actions on requests, other modules, and external applications. Go to the ...Request Template
SupportCenter Plus allows you to create request templates with pre-configured fields, properties, workflow, and rules. To configure a request template: 1. Go to Admin>>Helpdesk Customizer>>Request Template. 2. Click New Template to go to the ...Request Combined View
Combined View allows you to track requests and tasks on the same page. It appears similar to the classic view but with limited filters and sorting options. To switch the request list to the combined view, click Combined View in the header. In the ...