What it is
Ticket categories are your company's own list of what customers write about. The desk puts every ticket in one category. The category's lane says what the desk does with it, and your support numbers are reported by category.
Where to find it
- The list: the duty page Triages support tickets, Settings › Every setting, by topic › Knowledge › Ticket categories.
- How each category is handled: Office › Agents › Customer Support Specialist, Setup tab, What it answers on its own.
Edit the list
- Open Ticket categories and click Edit categories. With no list yet, the button reads Write a list.
- For each row set the category's name, its Lane and Matches: one line, in the customers' words, on what belongs there.
- Tick Eligible on a category that may later be answered without a person.
- Write why you changed it. The note is kept in the history.
- Click Save categories. The desk classifies by the new list from its next ticket.
The lanes
| Lane | What the desk does |
|---|---|
| Desk | Drafts the answer. |
| Ask first | Asks the customer for the facts it needs, such as an example or a reference number. |
| A person | Billing, cancellations, contracts, sales, security, legal. The desk writes a proposed answer and hands off to the topic's owner. |
| Engineering | A product fault. It becomes an issue for the developers. |
| Noise | Spam and automatic mail. No reply. |
The Auto-send column
- Eligible: the category may be set to Auto on the agent's Setup tab.
- Not eligible: it could be, but is not marked.
- Never: the lane does not allow sending alone.
Good to know
- Marking a category eligible switches nothing on. Sending alone is a separate choice on the Setup tab.
- The first list is derived from your own answered tickets by the help-center keeper. Once a month it reviews the list and proposes changes as a card in the Inbox. Approving the card applies the new list.
- Renaming a category keeps the old name as an alias, so its history still counts.
- Everyone who reads Customer success can see the list. The workspace admin or the department's manager edits it.
- When a person corrects a ticket's category, for example from the category menu on a Slack post, the desk reads the correction as an example for later tickets.