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

1. Select New. A blank row appears at the bottom of the list.
2. Enter a Name (maximum 100 characters).
3. Optionally enter a Description (maximum 500 characters).
4. Enter a Display order — a positive number not already used by another active category.
5. Select Save.

astuce

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

1. Select the row you want to change.
2. Select Edit. The row's fields become editable.
3. Update the Name, Description, or Display order as needed.
4. 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.

1. Select the category you want to archive.
2. Select Archive.

To view archived categories, select Show archived. Archived entries are displayed alongside active ones while this toggle is on.

remarque

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