Can you create subcategories
I am setting up help desk services and need to know can you create sub-categories? This would be really helpful to classify tickets.
Forum Discussion
I would recommend trying the ticket tags to add sub-categories. Please let me know if this does not cover all of your use cases, and if we can make any improvements.
Can you tell me more about ticket tags? I am not sure how to do that to see if it will help.
You can read all about how to use tags in tickets in this support article:
https://support.goto.com/resolve/help/how-do-i-add-tags-to-tickets
This is not what I am looking for. I have worked with other help desk software and the main categories would be listed like- Incident, Request, Break, Outage, etc and then the user could select a sub-category with more detail( hardware, software, login, etc.
This is very helpful and I hope that this will be available soon.
- We definitely would like to have sub-categories, hopefully in the near future.
Just to understand your case a bit better:
I would use categories for “incident, request, break, outage, etc” and tags for sub-categories (hardware, software, login, etc.)
Both categories and tags show up in the CSV export available in reporting and can also be used in the ticket view filters.
If you could let me know why this would not be suitable for you we can build that feedback into the sub-categories feature to deliver more value to you
