Sort your tickets into categories

Transcript

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1. 0:00

   This video follows Create your support team. Categories sort your tickets by the kind of problem, so the right people find them quickly. Let's add the first ones.

2. 0:12

   First, sign in with your username and password.

3. 0:28

   Open Tickets from the Customers menu, then its settings, and choose Categories. In a new company this list is empty, so the ticket form has no categories to offer yet.

4. 0:39

   Click New Category and name it after a kind of problem, such as Billing. A short description tells your team what belongs here. Leave it Active, so it can be chosen on tickets, and click Save.

5. 0:56

   Add a second one the same way: Technical problem, for anything that is not working as it should.

6. 1:07

   Both categories now appear in the list. Next to each one, Fields lets you add extra questions that are asked only on tickets of that category.

7. 1:16

   Your tickets can now be sorted by kind of problem. Every ticket also belongs to a customer, so the next video is: Add the customer who needs help.