Categories in the tickets

[danielmr44]

Hi People:

I was wondering if you can help me with this....

(I'm using the Support Suite Kayako)

How can I create categories with the tickets?

for example when a ticket is answered for an agent (reply or forward),

this ticket need be assign a category before send it.



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OK sorry, I'm going to explain it in detail:

What I mean with Category is a Ticket classification, this classification is information managed by system's administrator; this is basically to generate reports for the elements classified in each category.

Let's guess that we have a Ticket, in the Mammal department and we have three categories related to the size of the mammal in this department: huge, normal and tiny. When a Ticket is replied we have to assign it a Category:huge, normal or tiny.

Later, when system's manager ask a report related to the size of the mammals we will obtain information for the different size categories; specifically one for huge, one for normal and one for tiny.

Thanks a lot.

[supportskins]

What exactly do you mean by category? Can you explain in a little more detail?

[danielmr44]

Hi, the explanation of what I mean with Category is explain in detail in the first point.

[danielmr44]

sorry, I'm going to explain it in detail again:

What I mean with Category is a Ticket classification, this classification is information managed by system's administrator; this is basically to generate reports for the elements classified in each category.

Let's guess that we have a Ticket, in the Mammal department and we have three categories related to the size of the mammal in this department: huge, normal and tiny. When a Ticket is replied we have to assign it a Category:huge, normal or tiny.

Later, when system's manager ask a report related to the size of the mammals we will obtain information for the different size categories; specifically one for huge, one for normal and one for tiny.

Thanks a lot.

[ppimenta]

I would also like to know how to do this.

Thanks

[jnet]

I did not understand at all

[Dewak]

Daniel I think you can use custom fields for Staff Users to start categorizing your tickets. Then you can edit your ticket view to display the category in the main ticket list.