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Categorisation Guide

Throughout NetHelpDesk is the ability to categorise elements, such as Tickets, Area/Clients, Assets, Items for Sale and so on. Categories are not only a great way to organise your help desk, but also useful for granular reporting with meaningful statistics.

To access the main ticket Categories area, go to N > Setup > Main Configuration > Categorisation.

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Categories for Tickets

For Tickets, there are four category groups, and each group allows for up to 600 Categories, so 2,400 in total. Each Category group has the ability for you to edit the label to something more suitable, so that when that field is made available on the ticket to your Agents, it has more meaniful relevance. Fit the title around your own industry terminology, or just leave it as it is if you want. The choice is yours.

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Each group can be used for different areas of your business. One group could be used by the Help Desk, the other by Development team, one by Networks, and so on. Other option could be to use one category group for IT, one for Facilities, one for HR and so on. Or, Company A, Company B, Company C and Company D, if utilising the product's multi-tenancy capabilities. How you utilise the 4 main category groups, remains your decision.

What some customers of ours do, is have 1 category group for organising tickets when they start their life cycle. What is the end-user enquiring about? What do they need help with? Others use a group for the end of their life cycle, so that each ticket when closed, has an accurate tag for suitable reporting. Some customers go to the next step, where they use Category 1 for the start of the ticket life cycle, and Category 2 for when it ends. This way, there is something to compare one with the other. There are lots of possibilities.

Inside each Category group, add up to 600 categories values. Any more than this, and we would strongly recommend reviewing your list, and looking for duplicates, or removing non-essential ones.

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Each value allows for up to three levels for branching choices, and the useful example we use in our demonstrations is Install > Hardware > PC. Install is the first level. What type of install? Hardware, software? Then, what type of Hardware? PC, Monitor, Printer? Install > Hardware > Monitor constitutes 1 category, and as stated before, you can have up to 600 in each group.

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Categories 4b

To illustrate this a bit more, the following table shows how each word creates a new level. Go to Tickets > By Category to see how this works, and edit here too!

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The categories don't have to be technical or IT related. They can be called Fruit > Sealed > Banana, Fruit > Sealed > Orange, and so on. The possibilities are endless.

Some important things to know about Categories:

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Categories 7
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PLEASE NOTE: Use of these more advanced features requires a solid understanding of NHD, and how it works. If you are in any doubt, please speak with a NHD representative. Restricting fields of data has repercussions in other areas, if not followed through properly. Our Support Team are here to help, so let us guide you as well.

Categories 10

PLEASE NOTE: Use of these more advanced features requires a solid understanding of NHD, and how it works. If you are in any doubt, please speak with a NHD representative. Restricting fields of data has repercussions in other areas, if not followed through properly. Our Support Team are here to help, so let us guide you as well.

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PLEASE NOTE: Use of these more advanced features requires a solid understanding of NHD, and how it works. If you are in any doubt, please speak with a NHD representative. Restricting fields of data has repercussions in other areas, if not followed through properly. Our Support Team are here to help, so let us guide you as well.

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All types of businesses in all types of industries utilise NetHelpDesk’s powerful functionality for a variety of different reasons. How you setup categorisation throughout is up to you, but if you need guidance on this, or any of the above, talk to us. There are no silly questions. We want you to be confident with the product.


Categories and Service Level Agreements (SLAs) and Priorities

By making a category group or groups mandatory at the beginning of a ticket's life cycle, there is more advanced functionality which can be used relating to SLAs and priorities.

When creating the Category, adding the one, two or three levels of that category, it is also possible to choose to override the SLA and Priority. Select the SLA group first, and then the priority. Whether you only use one SLA group or not, this will still need to be selected.

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Now, when that category is chosen at the beginning of the ticket's life cycle, the SLA and/or Priority will automatically adjust, and recalculate response and resolution times for your Agents to work to.


Categories and Charge Rates

In a similar way to SLAs above, by setting a default charge rate here, when a ticket's category is set at the beginning of its life cycle, the default charge rate for actions will be applied if set against the category itself. If not, the ticket's/action's/Agents Default Charge rates are set.

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Top Level Categories for Area/Clients

Organising your Area/Client treeview can help to sort the people you support into areas more digestible or relevant for your teams to evaluate. We offer additional top levels to organise the Area/Client treeview, as well as colour folders to categorise them within that top level, if required. Even if the top level is not utilised, folder colour can be.

To switch on the Top Levels, go to N > Setup > Main Configuration > Users > Show an Additional Top Level.

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Right click on the Area/Client level to edit the folder colour.

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Categories for Assets

The Asset Groups help to organise your Asset Types into separate categories. This is detailed in the Asset Management guide, but is important to know that these are nothing more than ways of categorising or organising your Asset Management area to be easier to use and report on in a more granular way.


Categories for Items

The Items Groups help to organise your Item Types into separate categories. This is detailed in the Item and Stock Control Management guide, but is important to know that these are nothing more than ways of categorising or organising your Items to be easier to use in quotes and orders, and to report on in a more granular way. In Items, they are referred to as “Top Level” type.


Should you have any questions regarding any steps in this guide, please speak with the NetHelpDesk Support Team.



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