Ticket categories help you organize and manage support requests by topic, making it easier for agents to handle tickets efficiently. You can create, edit, activate, deactivate, and delete categories from this page.

Category List

The main category table provides a quick overview of all your existing categories.

• Category Name: The name of the category.
• Assigned Agent: Agent(s) assigned to handle tickets in this category.
• Status: Blue = Active, Grey = Inactive.
• Created At: The date/time the category was created.
• Actions: Use icons to Edit or Delete a category.

Managing Categories

Add a New Category

1. Click the Create button to open the Add New Category form.
2. Category Name: Enter a descriptive name.
3. Slug: SEO-friendly URL identifier (auto-generated, editable).
4. Icon: Select an icon to represent the category.
5. Agents: Assign one or more agents.
6. Description: Brief description of the category.
7. Is Active?: Check to make category active.
8. Click Create to save the new category.

Edit an Existing Category

1. Click the pencil icon in the Actions column of the category to edit.
2. Modify Category Name, Slug, Icon, Agents, Description as needed.
3. Toggle Is Active? to change status.
4. Click Update to save changes or Cancel to discard.

Bulk Actions

• Activate: Activates selected categories.
• Deactivate: Deactivates selected categories.
• Delete: Deletes selected categories.