Cannot categorize tickets according to our needs for reporting
Idea shared by Vassilis Devletoglou - 9/26/2014 at 10:25 AM
We have not found a way to categorize tickets. Meaning a ticket can be a support request, a problem or something that we can assign the ticket to and receive reports afterwards..
I mean a single general purpose category field we can use for our own reporting needs should be there

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Derek Curtis Replied
Employee Post
Have you looked at adding Custom Fields? You can attach a custom field to a ticket and then run a report, like a Ticket Overview Report, and "Group By" a specific custom field. Therefore, I think Custom Fields may be what you're looking for. Here's a KB article on how to set up Custom Fields for agent use. I hope it helps. 
Derek Curtis
SmarterTools Inc.
(877) 357-6278

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