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Categories Settings
2 min
Created by Karine Moreira on 7/23/2024 1:32 PM
Updated by Maria Malheiro on 5/13/2025 7:06 PM
Important: Before following the instructions, make sure the feature is available for your access profile.

Categories identify the type of request made in Zenvia Customer Cloud tickets. Configure them to organize support service. Create new categories or use the default options: Question, Problem, Service Request, and Suggestion.

For example, a customer submits a suggestion for the Bank, proposing an advanced statement search feature. It's a valuable suggestion but not urgent. In this case, it is categorized as a “Suggestion” with low priority.

How It Works

Go to Support Service > Settings > Ticket Settings > Categories > Manage.

On the main screen, view the following information:

  • Category name;
  • Priority level (Low or High);
  • Ticket type (Public or Internal);
  • Status (active or not);
  • Edit and delete options.

💡 Tip: Use filters to get specific search results.

Creating a New Category

1. Go to Support Service > Settings > Ticket Settings > Categories.

2. Click Manage.

3. Press the New Category button.

4. Choose a name that represents the ticket category. Example: Question or Suggestion.

5. In Available for tickets, establish the type of ticket that can be classified with this category: Public, Internal, or All.

6. In Priorities, select the urgencies that can be used in tickets with this category: All or Specific.

💡 Tip: For Specific Priorities, choose one or more priority levels.

7. Save the information.

Done! New Category created successfully.

 
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