Ticket categories help classify issues for better routing, handling, and reporting.
Add Categories
Category info
Title: The visible name of the category used in ticket selection.
Slug: A unique internal identifier for the category. Typically lowercase, no spaces.
Priority Ticket Message: Optional message that is shown when a high-priority ticket is created under this category. Useful for prompting extra details or urgency.
E-mails Settings
E-Mail Address: The main recipient address for ticket activity in this category.
New Ticket CC Address: One or more email addresses (comma-separated) to receive CC notifications for new tickets.
Updated Ticket CC Address: One or more email addresses (comma-separated) to receive CC notifications for ticket updates.
Reminder Settings
Is active reminder: Toggle to enable or disable reminder functionality for this category.
Execution Interval: Sets how frequently (in minutes) the reminder will check for tickets needing action.
Ticket response time: Defines the maximum allowable time (in minutes) before a ticket requires follow-up.
Notification E-Mail Address: Email address where reminder notifications will be sent when tickets exceed the response time.
Other info
Default owner: Assigns a specific agent or user to automatically own tickets in this category.
Active Notification: Toggle to enable automatic SMS/email notifications for new tickets in this category.
SMS Gateway: Selects the configured SMS provider to send ticket-related messages.