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. |
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Description |
Provide a relevant brief description. (Optional Field) |
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Assign to Support Rep |
To assign all requests in this category to the selected support rep. (Optional field) |
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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. |
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Description |
Provide a relevant brief description. (Optional Field) |
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Category |
Select a category to which the subcategory should be added. (Mandatory field) |
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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. |
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Description |
Provide a relevant brief description. (Optional Field) |
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Subcategory |
Select a subcategory to which the item should be added. (Mandatory field) |
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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.