AntCRM - What is Ticket Category? How to use?

1. What is the ticket category?

The Ticket category is a complete list of all types of activities related to Tickets (customer requests) such as Sales, Support, Instructions, Consulting... This category is organized (divides) into different genres. Each genre is a group of jobs that are similar in terms of characteristics.

AntCRM supports 3-level ticket categories: 

  • Category

    • Sub category

  • Sub sub category

2. How to create a new 3-level Category?

Step 1. Open Settings page → Ticket → Category

Step 2. Press Add category

Step 3. Press the necessary information, described as below 



Information

Required

Description

Name

Yes

Name of category, ...

Code

Yes

Code of category

Parent category

No

Used to create Sub category and Sub sub category


To create a sub category, choose the parent category as Level 1 Category

To create a sub sub category, choose the parent category as Sub category (2nd level category).

Assign for group

No

Each department and group will undertake one type of work, so you can choose the group to assign to the category.

When creating/editing a ticket, you just need to choose the category, the group will automatically be chosen according to the settings.

SLA

No

Each type of job will have different properties and completion times. You can create SLA for each category and assign it to the category.

When creating/editing a ticket, you just need to choose the category, the SLA will be automatically chosen according to the settings.

Step 4. Press Save to complete creating the category

For example: The company has departments such as: sales, order confirmation, delivery…

You want to create category:

  • Order

    • Confirm order

  • Order information

To assign a group and a separate SLA, you need to do the following steps: 

  • First create an SLA according to the property of the order confirmation job

  • Then create a group of employees who will perform order confirmation work (or choose an existing group) and set up assignment rules for the group. 

  • Create a Category according to the above form

Name : “Order”

Code : “DH”

Parent category: (not choose)

Assign to group: (Responsible group 1)

SLA:  Choose SLA that you set up

  • Create Sub category: Continue pressing the Create Category button and enter information

Name : “Order confirmation”

Code : “DH”

Parent category: “Order”

Assign to group: (Responsible group 2 )

SLA:  Choose SLA that you set up.

  • Create Sub sub category: Continue pressing the Create Category button and enter information

Code : “DH”

Parent category: “Order confirmation”

Assign to group: (Responsible group 3)

SLA:  Choose SLA that you set up.

Note: The system will prioritize selecting the group and SLA of the lower level Category. That means if you create a ticket and choose a category for all 3 levels 1,2,3. The system will prioritize selecting Groups and SLAs of level 3 categories. 

3. How to use category

Step 1. Open ticket create/edit page 

Step 2. Choose category → Choose sub category → Choose sub sub category

Or you can immediately choose the Sub sub category, the system will automatically choose the level 2 and 1 categories.

After choosing the sub category, the system will automatically choose the SLA and group according to the settings.

So, instead of having to choose each category, each SLA, group and employee to assign work, AntCRM allows you to quickly create a ticket with just 1 step of choosing a category. SLA, groups will be automatically selected according to, and employees will be assigned based on the assignment rule. It's all automatic, accurate and time-saving

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Article details:
Published date: 04/01/2024 11:39AM
Last updated: 05/02/2024 4:30PM (thuan.tran@antbuddy.com - thuan.tran@antbuddy.com)
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Author:thuan.tran@antbuddy.com (thuan.tran@antbuddy.com)
Category:AntCRM - Omnichannel customer care