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Ticket categories
A category is a kind of work a ticket is raised as: Point of sale, Refrigeration, Networking… Each carries the skills the job asks for, which dispatch compares agents against.
Where it is: Configuration → Ticket categories. Who sees it: those who can read tickets; creating, changing and deleting needs write task list blueprints and attach them to tickets (Operations manager and Super administrator).
The list shows each category, its skills (No particular skill) and how many tickets it has.
Creating or editing a category
| Field | What it is |
|---|---|
| Name | E.g. Point of sale. Required. |
| Description | E.g. Terminals, receipt printers and their connection. |
| Required skills | Type a skill and press Enter. They're copied onto every ticket raised in this category, and agents holding every listed skill rank first when assigning. Below, On the roster: suggests skills your agents already have (Require …). |
| Offered on new tickets | Off, it stops appearing when raising a ticket; existing tickets keep it. |
Save category.
What it's for
- Dispatch: the category's skills are compared with each agent's (see Assign a ticket).
- Task lists and escalations can apply only to tickets requiring certain skills.
- Reports: client reports and cost per ticket can be broken down by category.