Categories & Priorities

Overview

Categories and priorities help organize tickets and ensure proper handling. Categories define the type of issue, while priorities indicate urgency.

Categories

What are Categories?

Categories classify tickets by the type of issue:

• Technical Support
• Billing Questions
• Account Issues
• General Inquiries
• Feature Requests
• Bug Reports

Managing Categories

Navigate to: Settings > Categories

Creating a Category

1. Click "Add Category"
2. Enter category name
3. Set category color (for visual identification)
4. Configure SLA target (optional)
5. Set default priority (optional)
6. Save

Editing a Category

1. Click on the category
2. Update fields as needed
3. Save changes

Deleting a Category

1. Click delete icon on the category
2. Choose what to do with existing tickets:
   • Move to another category
   • Leave uncategorized
3. Confirm deletion

Category Settings

• Name: Display name for the category
• Color: Visual identifier in ticket lists
• SLA Hours: Target response time for this category
• Default Priority: Auto-assigned priority for new tickets
• Active: Enable/disable the category

Priorities

What are Priorities?

Priorities indicate how urgently a ticket needs attention:

Managing Priorities

Navigate to: Settings > Priorities

Creating a Priority

1. Click "Add Priority"
2. Enter priority name
3. Set priority color
4. Set SLA multiplier (optional)
5. Save

Priority Settings

• Name: Display name (e.g., "High", "Urgent")
• Color: Visual indicator (typically red for urgent)
• Level: Numeric level for sorting (higher = more urgent)
• SLA Multiplier: Adjusts SLA target (e.g., 0.5 = half the time)

SLA Integration

Categories and priorities work together with SLA:

SLA Calculation Flow
====================

Category SLA Hours          Priority Multiplier          Final SLA Target
+-----------------+         +-------------------+        +----------------+
| Technical: 4h   |         | Low:    2.0x      |        |                |
| Billing:   2h   |  --->   | Medium: 1.0x      |  --->  |  SLA = Base    |
| General:   8h   |         | High:   0.5x      |        |    x Multiplier|
| Urgent:    1h   |         | Urgent: 0.25x     |        |                |
+-----------------+         +-------------------+        +----------------+

Example:  Technical (4h)  x  High (0.5x)  =  2h SLA Target
Example:  Billing  (2h)   x  Urgent (0.25x) =  30min SLA Target
Example:  General  (8h)   x  Low (2.0x)    =  16h SLA Target

Category SLA

Set base response time per category:

• Technical: 4 hours
• Billing: 2 hours
• General: 8 hours

Priority Multiplier

Priorities can modify the SLA:

• Low: 2x (double the time)
• Medium: 1x (standard time)
• High: 0.5x (half the time)
• Urgent: 0.25x (quarter the time)

Example

Technical ticket (4 hours base) + High priority (0.5x) = 2 hour SLA

Best Practices

1. Create clear, distinct categories
2. Use colors consistently (red for urgent, green for low)
3. Train team on when to use each category/priority
4. Review and adjust SLA targets based on performance
5. Keep the number of categories manageable (5-10)
6. Document category guidelines for consistency

Next Steps

• SLA Management -- Configure and monitor SLA targets
• Managing Tickets -- View and manage support tickets
• Settings -- Configure Support Hub preferences