Category

You can classify the requests into different categories, sub categories and Items. Say, requests for installing a software can be classified under the category "Software Installation", sub category as "Adobe" and the Item as "Photoshop".

Depending on the need, you can create various such categories, sub-categories and item using this option. These categories,sub-categories and items will be listed in the drop-down menu in the New Request form.

1. Click on the Admin tab in the header pane to open the configuration wizard page.

2. Click on HelpDesk Customizer icon under HelpDesk Settings. This opens the HelpDesk - Category page where you can categorize the request in to category, sub-category and item.  

Create New Category

1. Click New Category button.

2. Specify the Category Name. Say, Transportation Problem. This field is mandatory.  

3. Specify relevant information about the newly created category in the Description field.

4. You can assign the category to a Support Rep so that all the issues related to this category will be automatically assigned to the selected support rep. Select the support rep from Assign to Support Rep drop down.

5. Click Save button to save the details. You can see the category getting listed in the category list view below the form.

Create New Sub-Category

1. Click New Sub Category button. [Or]
   
   Click Add sub-category icon beside the category title in the list view.  

2. Specify a name for the Sub Category. This field is mandatory.

3. Specify relevant information about the newly created sub category in the Description field.

4. Select the Category from the drop down. This field is also mandatory.

5. Click Save button. You can see the sub-category getting listed under the selected category.   

Create New Item

1. Click New Item button. [Or]
   
   Click Add new item iconbeside the sub-category title in the list view.

2. Specify the Item name.This field is mandatory.

3. Specify relevant information about the newly created item in the Description field.

4. Select the Sub Category for the item from the drop down. This field is also mandatory.

5. Click Save button.