To add a category for help desk tickets, perform the following actions
- Navigate to Settings icon > System Settings > Help Desk > Help Desk Category. The Help Desk Category page opens.
- Click Add Category. The Add Category form opens.
- In the Description box, enter the details for the category you are adding.
- In the Response Time text box, enter the number of days it should maximum take for a member to respond.
- In the Escalation Period text box, enter the number of days after which the ticket should be escalated.
- Select Enabled to enable the category immediately.
- Click Save to save and enable the newly created category.