Admin Pages

Edit Category

You can adjust a category's name and section on this page. You can optionally specify "description" for the category (HTML allowed) that will be shown on the "new ticket" page and in the Knowledge-base.

Adding a pre-filled ticket template for the category allows setting default subject/body on the "new ticket" page (after the category has been selected).

You can also edit users permissions for this category, by adding them to the list of technicians.

Technician - is a user who is permitted (by an administrator) to handle tickets in one or more categories. A technician receives email notifications about every new ticket in a category. To make a user a technician - simply add them to the list.

By default, everyone can create a ticket in a category, this is the recommended option to prevent things from becoming too complicated. But you can optionally grant ticket-creation permissions as well - to specific users and companies.

Other options include:

  • Use a different "from" address for email-notifications in this category
  • Use a different email-notification template for tickets in this category
  • Category is used for KB only (not for helpdesk tickets)
  • "Disable" - disables the category without deleting it - users will no longer be able to create tickets in this category, but the existing tickets are left intact
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