{"id":8232,"date":"2025-11-01T20:15:26","date_gmt":"2025-11-01T20:15:26","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=8232"},"modified":"2025-11-08T11:44:39","modified_gmt":"2025-11-08T11:44:39","slug":"categories","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/telsip-cloud-call-center\/call-center-v-1-x-x\/applications\/ticket-managements\/categories\/","title":{"rendered":"Categories"},"content":{"rendered":"<p>Ticket categories help classify issues for better routing, handling, and reporting.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"284\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/11\/image-1-1024x284.png\" alt=\"\" class=\"wp-image-8233\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/11\/image-1-1024x284.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/11\/image-1-300x83.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/11\/image-1-768x213.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/11\/image-1-1536x426.png 1536w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/11\/image-1-18x5.png 18w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/11\/image-1.png 1886w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Add Categories<\/strong><\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-df98fabab9ca293e355ffb5e615f8b99\" style=\"color:#4e7188;font-size:20px\"><strong>Category info<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full image-border\"><img decoding=\"async\" width=\"1000\" height=\"789\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-57.png\" alt=\"\" class=\"wp-image-2861\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-57.png 1000w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-57-300x237.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-57-768x606.png 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<p><strong>Title<\/strong>: The visible name of the category used in ticket selection.<\/p>\n\n\n\n<p><strong>Slug<\/strong>: A unique internal identifier for the category. Typically lowercase, no spaces.<\/p>\n\n\n\n<p><strong>Priority Ticket Message<\/strong>: Optional message that is shown when a high-priority ticket is created under this category. Useful for prompting extra details or urgency.<\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-64be5c446c323a31b9b3184c67c6ddac\" style=\"color:#4e7188;font-size:20px\"><strong>E-mails Settings<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full image-border\"><img decoding=\"async\" width=\"1024\" height=\"478\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-58.png\" alt=\"\" class=\"wp-image-2862\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-58.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-58-300x140.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-58-768x359.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><strong>E-Mail Address<\/strong>: The main recipient address for ticket activity in this category.<\/p>\n\n\n\n<p><strong>New Ticket CC Address<\/strong>: One or more email addresses (comma-separated) to receive CC notifications for new tickets.<\/p>\n\n\n\n<p><strong>Updated Ticket CC Address<\/strong>: One or more email addresses (comma-separated) to receive CC notifications for ticket updates.<\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-f690e4fd7ae933b3299381f5744e0253\" style=\"color:#4e7188;font-size:20px\"><strong>Reminder Settings<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"989\" height=\"615\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-59.png\" alt=\"\" class=\"wp-image-2863\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-59.png 989w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-59-300x187.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-59-768x478.png 768w\" sizes=\"(max-width: 989px) 100vw, 989px\" \/><\/figure>\n\n\n\n<p><strong>Is active reminder<\/strong>: Toggle to enable or disable reminder functionality for this category.<\/p>\n\n\n\n<p><strong>Execution Interval<\/strong>: Sets how frequently (in minutes) the reminder will check for tickets needing action.<\/p>\n\n\n\n<p><strong>Ticket response time<\/strong>: Defines the maximum allowable time (in minutes) before a ticket requires follow-up.<\/p>\n\n\n\n<p><strong>Notification E-Mail Address<\/strong>: Email address where reminder notifications will be sent when tickets exceed the response time.<\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-97782d9fea0f00aec825a54d8577d175\" style=\"color:#4e7188;font-size:20px\"><strong>Other info<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1004\" height=\"473\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-60.png\" alt=\"\" class=\"wp-image-2864\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-60.png 1004w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-60-300x141.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-60-768x362.png 768w\" sizes=\"(max-width: 1004px) 100vw, 1004px\" \/><\/figure>\n\n\n\n<p><strong>Default owner<\/strong>: Assigns a specific agent or user to automatically own tickets in this category.<\/p>\n\n\n\n<p><strong>Active Notification<\/strong>: Toggle to enable automatic SMS\/email notifications for new tickets in this category.<\/p>\n\n\n\n<p><strong>SMS Gateway<\/strong>: Selects the configured SMS provider to send ticket-related messages.<\/p>\n\n\n\n<p><\/p>","protected":false},"author":1,"featured_media":0,"parent":8223,"menu_order":0,"template":"","manualdocumentationcategory":[45],"manual_doc_tag":[],"class_list":["post-8232","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-telsip"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/8232","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":2,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/8232\/revisions"}],"predecessor-version":[{"id":8442,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/8232\/revisions\/8442"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/8223"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=8232"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=8232"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=8232"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}