Category refers to the division or characteristics of users' issues and requests. A ticket can be categorized to facilitate easy handling of support. Raiseaticket provides the default category Problem, which could not be edited or deleted. Based on the requirements, admin can create more custom categories from Settings/Category.
While creating a ticket via portal user can select from the available category to specify their issues. If the category is not selected by the user then the default category problem will be applied to the ticket. Only user and assigned agent to the ticket can be able to change the category later onwards.