How do I manage departments and categories?
Departments and categories help organize your support structure.
Categories (ticket types):
- Define the nature of incoming tickets (e.g., Billing, Bug Report, Feature Request)
- Customers select a category when creating a ticket
- Manage in Settings > General > Categories
- Enable/disable categories without deleting them
Departments (organizational units):
- Represent your internal team structure (e.g., IT, HR, Finance)
- Used for ticket routing and reporting
- Manage in Settings > General > Departments
- Enable/disable as needed
Tips:
- Keep categories customer-friendly (customers see them)
- Use departments for internal routing (less visible to customers)
- Both can be used in report filters for targeted analytics
