How to Add Sub-Categories

Sub-Categories help you break down categories into more specific types of issues. This makes ticket classification more accurate and helps route tickets to the right specialists faster.

Before You Begin

• Make sure at least one Helpdesk Category is already created
• Decide how you want to further divide tickets (e.g., Login Issue under Technical Support)

Steps

1. Log in to Synclo
   Sign in and access your dashboard.
2. Go to Ticketing & Helpdesk
   Open the helpdesk module from the sidebar.
3. Open Settings or Configuration
   Navigate to the section where categories are managed.
4. Click on Categories
   View the list of existing categories.
5. Select a Category
   Choose the category under which you want to add a sub-category.
6. Click Add Sub-Category
   This option is usually available inside the selected category.
7. Enter the Sub-Category Name
   Add a specific name (e.g., Password Reset, Payment Failure).
8. Add a Description (Optional)
   Briefly explain what type of issues belong here.
9. Assign Team or Specialist (if available)
   Link the sub-category to the appropriate team or user.
10. Set Status as Active
    Make sure the sub-category is enabled for use.
11. Click Save
    Save your changes.

What Happens Next

• Sub-categories will appear when creating tickets
• Tickets can be classified more precisely
• Routing and assignment become more accurate

Quick Tips

• Keep sub-categories specific but simple
• Avoid too many levels to keep selection easy for users
• Use them to match real issue types your team handles