Categories are a means of organising and managing your support requests in the Requests List. A customer selects a support category when they raise a support request. The resulting support request has the category they select. You can filter by these categories on the Requests list page, for example to find support requests related to air conditioning or maintenance only.
Topics
A topic is like a sub-category. Support categories can contain one or more Topics (or sub-categories). For example, a 'Maintenance' support category can contain the topics 'Plumbing', 'Roofing' and 'Exterior'.
When a customer raises a request and selects a support category that has one or more topics, they are required to select both the category and the appropriate topic. In the following example, the 'Complaint' Category has the topics 'Customer Service', 'Charges', 'Dispute' and 'Invoicing'. The customer must select the appropriate Topic for the 'Complaint' category.
Viewing support categories
- Navigate to the Settings zone.
- Click the "Support Categories" tab.
The Support Categories list screen is displayed.
Adding Support Categories
- Navigate to Settings zone
- Click the "Support Categories" tab
- Click Add Category
- Enter the Category Name, and optionally, the External Code.
- Optionally, to add topics for the category
- Click the Add Topic link.
- Enter the Topic Name, and optionally, the External Code.
- Click Save.
You can delete or edit a Topic at any time. When you delete a topic, the requests within that Topic are re-assigned to another Topic of your choice.