Edit Category

You can adjust a category's name and section on this page. You can optionally specify a "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 user permissions for this category, by adding them to the list of technicians.

Technician — 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.

Lead Technician (When activated in settings) — A tech who is permitted to manage, handle, view and close tickets and distribute tickets in one or more categories. A Lead Technician receives email notifications about every new ticket in a category. To make a technician a Lead Tech — simply activate this feature in the admin settings section and toggle the tech lead in the list.

By default, everyone can create a ticket in a category. But you can optionally grant ticket-creation permissions 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 tickets)
• "Disable" — Disables the category without deleting it; users will no longer be able to create tickets in this category, but existing tickets are left intact