Ticket Categories
Overview
The Ticket categories page is where you define the category options that agents select when creating or updating a service ticket — for example, Rental Issue, Maintenance, Billing, or Technical Support. The display order controls how categories appear in dropdown menus across the application.
Columns
| Column | Description |
|---|---|
| Name | The category label shown to agents when creating or updating a ticket (e.g. Billing, Maintenance). Required. Maximum 100 characters. Must be unique — the name cannot already be used by any active or archived category. |
| Description | An optional note explaining what this category covers (e.g. Billing questions, payment issues, and invoicing). Maximum 500 characters. |
| Display Order | The position this category occupies in dropdown lists. Lower numbers appear first. Must be a positive whole number and unique among active categories. |
Toolbar Actions
| Button | Available when | What it does |
|---|---|---|
| Save | After adding or editing | Saves all pending changes. Greyed out when there is nothing to save. |
| New | Always | Adds a blank row at the bottom of the list for you to fill in. |
| Edit | One row selected | Makes the selected row's fields editable in place. |
| Archive | One row selected | Archives the selected category so it no longer appears in ticket dropdowns. The category is hidden from the list but its data is retained. |
| Show archived | Always | Toggles the display of archived categories alongside active ones. |
Adding a Category
- Select New. A blank row appears at the bottom of the list.
- Enter a Name (maximum 100 characters).
- Optionally enter a Description (maximum 500 characters).
- Enter a Display order — a positive number not already used by another active category.
- Select Save.
Plan your display order before saving. For example, if you already have categories at positions 1–6, assign your new category position 7 to keep the list orderly. Gaps in the sequence are allowed (e.g. 1, 2, 5, 10) — the system sorts by the number, lowest first.
Editing a Category
- Select the row you want to change.
- Select Edit. The row's fields become editable.
- Update the Name, Description, or Display order as needed.
- Select Save.
Archiving a Category
Archiving removes a category from all ticket-creation dropdowns without permanently deleting its historical data. Tickets that were already categorised retain their category label for reporting purposes.
- Select the category you want to archive.
- Select Archive.
To view archived categories, select Show archived. Archived entries are displayed alongside active ones while this toggle is on.
A category name remains reserved even after archiving — you cannot create a new category with the same name (including a different case, e.g. BILLING vs billing) as an archived one.
Validation Rules
| Field | Rule |
|---|---|
| Name | Required. Maximum 100 characters. Must not match any existing active or archived category name (case-insensitive). |
| Description | Optional. Maximum 500 characters. |
| Display order | Must be a positive whole number. Must not match the display order of any other active category. Archived categories do not block a display order from being reused. |
Example: Default Category Setup
A typical setup for a service company:
| Name | Description | Display Order |
|---|---|---|
| Rental Issue | Issues related to equipment rentals and agreements | 1 |
| Maintenance | Equipment maintenance and repair requests | 2 |
| Billing | Billing questions, payment issues, and invoicing | 3 |
| Technical Support | Technical assistance and troubleshooting | 4 |
| Other | General inquiries and requests not covered by other categories | 5 |