e11 Help Desk Software Manual for customer support & service software
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Category represents functional/ departmental product in an organization such as Desktop, Laptop, and Printer. These categories help the clients to put down product specific queries for their entire range of products at the time of ticket creation. In addition, categories also help the representatives to collect the tickets from the Inbox, specific to their departments. Thus, saving lot of time. Using this feature, you can create and manage the categories and sub categories for your tickets.
Note: You have to select a category to add articles in the Answer Book.
Categories are also linked with client rights and representative rights. A client does not have the rights to work on all categories, but only on those categories that have been assigned to his/her client rights group. At the time of creation of the client profile, a Client Rights group is assigned to the client. Similarly, a representative can only work on those categories that have been assigned to his/her representative rights group.
Articles are displayed in Public Self Help on the basis of categories selected in the FAQ Interface. Thus, allowing your representatives and clients to find the articles easily in the Self Help.
Category is also linked to the auto responder. An auto-responder can be set at the time of creating a category. The benefit of assigning an auto responder to a category is that whenever a ticket is created under that category, the selected auto responder message will be sent to the clients automatically.
You can create Ticket Management Report on the basis of Categories.
Categories help you to download e-mails, for new and existing clients, under a specific category, thereby, providing e-mail support for the tickets.
The escalation rules can also be implemented on the basis of categories. The escalation rules are added to ticket groups where the category is already selected. For example: if a high-priority ticket has been generated specifically for a representative of the computer hardware category section, and no action is taken to sort it out within a stipulated time period, then, the ticket will automatically be escalated to another representative based on escalation rules.
Trigger can be fired based on the categories. Triggers are added to ticket groups where the category is already selected. For example: if a client does not respond to a reply sent from the representative, then, triggers or reminders are fired to him/her periodically, on the basis of the trigger rule, to generate a response, or for closing the ticket.
Create a Category or Sub Category
Delete a Category or Sub-Category
To create a category or sub category:
1.
Click 
from
the main menu bar.
2.
On the View Settings page,
click Ticket Management Configuration
.
3. Ticket Management Configuration page opens, as shown in the Figure 11-2-1.
4.
Click Category 
to open Add
New Category / Sub Category page.
Tip: You can also click on from
the toolbar to access the Add New Category / Sub Category page directly.
5. Under New Category, enter the information in the required fields, as shown in the Figure 11-2-2:
Required Fields |
|
Field |
Description |
|
Category |
Name for the category such as Computer and Helpdesk. |
|
Description |
Brief description about the category. |
|
Select Auto Responder |
As shown in the Figure 11-2-2, an auto-responder can be set up at the time of creating a category. You can select an existing auto responder from the drop-down menu or you can create a new auto responder. |
Tip: If you want to give a space in the category or sub category name, you need to use the underscore “_” key.
6.
Click 
to
create a category.
Example: At times you may need to create a category for
managing all your tickets related to a particular problem, such as computer
hardware problem. To do so, enter the category name as computer and write
a brief note about it in the description field, as shown in the Figure 11-2-2. Now set up an existing
auto responder with an appropriate message from the drop-down menu or
you can also create
a new auto responder for assigning it to the computer category.
The benefit of assigning an auto responder to a category is that whenever
a ticket is created under that category, the selected auto responder message
will be automatically sent to the clients. Click under
New Category to save the information.
7. Similarly, to add a sub category, enter the information in the required fields under New Sub Category, as shown in the Figure 11-2-2:
Required Fields |
|
Field |
Description |
|
Category |
Choose the name of the category. |
|
Sub Category |
Name for the sub category. |
|
Description |
Brief description about the sub category. |
Note: For creating a sub category, you must have a category.
You can create as many sub categories, as you want under a category.
8.
Click under
new sub category.
Example: Suppose you may need to classify a ticket related
to computer hard disk problem. To do so, you have to create a sub category.
Select computer category from the drop-down menu, as shown in the Figure 11-2-2. After selecting the
category, enter a sub category name, such as Hardware, which will fall
under that category and a brief note about it in the description field,
as shown in the Figure
11-2-2. Click under New Sub Category to
save the information.
Note: At the bottom of the Add New Category / Sub Category page, you can view the existing categories and sub categories.
To modify a category:
1. Open the Add New Category / Sub Category page.
2.
Click 
against
the category to be modified.
3. Modify Category page opens, as shown in the Figure 11-3-1.
Note: You cannot modify the Category Name.
4.
Update the information and
click 
to save the changes.
To delete a category or sub category:
1. Open the Add New Category / Sub-Category page.
2.
Click on 
against
the category to be deleted.
3.
A confirmation box pops-up.
Click 
to confirm deletion.
4. A pop-up appears, as shown in the Figure 11-4-1. Select the Category to which items of deleted category / sub category should be assigned by clicking on it.
