How to Create Helpdesk Categories

Helpdesk Categories help you organize tickets based on departments, issue types, or services. This makes it easier to route tickets to the right team and manage them efficiently.

Before You Begin

• Decide how you want to organize tickets (e.g., Support, Billing, Technical)
• Make sure you have permission to manage helpdesk settings

Steps

1. Log in to Synclo
   Sign in and access your main dashboard.
2. Go to Ticketing & Helpdesk
   From the sidebar, open the helpdesk module.
3. Open Settings or Configuration
   Look for the settings section where categories are managed.
4. Click on Categories
   This will show the list of existing helpdesk categories.
5. Click Add Category or Create Category
   Start creating a new category.
6. Enter the Category Name
   Add a clear and simple name (e.g., Technical Support, Billing Issues).
7. Add a Description (Optional)
   Describe what type of tickets belong in this category.
8. Assign a Team or Department (if available)
   Link the category to the relevant team handling those tickets.
9. Set Status as Active
   Make sure the category is enabled so it can be used.
10. Click Save
    Save your new category.

What Happens Next

• The category will be available when creating tickets
• Tickets can be grouped and filtered based on this category
• It helps route tickets to the correct team faster

Quick Tips

• Keep category names simple and clear
• Avoid creating too many categories to prevent confusion

Use categories to match your actual team structure