Ticket categories is one of the most important grouping methods in DeskPRO. We noted the importance of such a vital grouping feature and we enhanced it.

Sub-Categories

In DeskPRO you can now define up to two levels of categories. This allows you to create top-level categories which each can contain one level of sub-categories. No more are you required to create "fake" sub-categories with the use of dashes or spaces.

The interface for choosing categories is still as simple and logical as it always was, even with the addition of subcategories. When the user chooses a parent category, another select box is immediately revealed with the sub-categories.

Permissions

Lets face it: not all categories are relevant for all users. For example, a software company might have categories for "Sales" and "Troubleshooting". A non-customer who doesn't own any products has no reason to access the Troubleshooting category.

To solve this problem, we added the ability to control who can access a ticket category. You can let all users access the category, or users of specific usergroups. Sub-categories can even be set up to inherit the permissions from a parent, making it very easy to set up a full-blown permission schema in no time at all.

Per-Category Custom Fields

Just like how some users don't need access to some categories, some ticket fields don't matter in some categories. A "Product Version" field doesn't really matter to a user asking a question about an invoice.

In DeskPRO version 3.1, we introduced a way to specify which fields should show up in which categories. By default all fields show up, but you can easily edit the list and choose specific fields or even none at all.

As soon as a user chooses a category the additional custom fields are loaded instantly. If the user changes their selection, the fields disappear and are replaced with the correct fields for the newly chosen category. It all done seamlessly.

Screenshots