Go to Dashboard > Support & Help > Tickets > Categories > Add New. You can add a category by providing the following information:
Name: The name of the category.
Permissions Tab: You can select the roles that can view and manage tickets of this category.
Only roles with “Manage Support Tickets” permission can be edited in the permission table.
You can also see the roles with “Super Admin” and “Manage Support” permissions in this table, but you cannot edit the permissions of the roles with these permissions.
You cannot see roles in this table except roles with “Super Admin”, “Manage Support” and “Manage Support Tickets” permissions.
Users with the “Manage Support Tickets” permission that you define for the user will automatically have all category-specific permissions.
When you add a new role with “Manage Support Tickets” permission, it will not have category-specific permissions. Therefore, you will need to edit this category again for each new role you add.
Custom Fields Tab: You can add multiple custom fields that are specific to this category by clicking on the “Add” button. These fields will be displayed when a user selects this category while submitting a ticket.
Field Label: The label of the custom field.
Field Type: The type of the custom field. It can be a short text, long text, single select, multi-select.
Short Text: A single line text field.
Long Text: A multi-line text field.
Single Select: A dropdown field where users can select only one option. You can add multiple options separated by a comma.
Multi-Select: A dropdown field where users can select multiple options. You can add multiple options separated by a comma.
When a user selects a category while submitting a ticket, the custom fields of that category will be displayed on the ticket submission form. The user will have to fill in these fields to submit the ticket.