Categories Setup

Usage

CRMdesk allows maintaining an unlimited amount ofcategores and subcategories to which customers can refer in their questions. A category may have no subcategories or as many of them as needed. A subcategory can belong to one category only. Thus, for example, if several of your categories have the “Interface” area, you need to create it under each category separately.

Path

Setup tab – Support Desk Setup – Categories

Procedure

When you access the categories customizing area, an overview of all maintained categories appears. Category titles are shown in bold and categories areas are listed below each category title.

To add a new supported category (or product), click the Add Product button below the product list on the overview screen.

To add a new subcategory to a category, click the Add Area button located next to the title of the category to which you want to add the area.

To delete or change the title of a category or an area within a category, click the corresponding title in the category/area list. When the category/area details page appears, click the Delete Product or Delete Area button to delete the item, or make the necessary corrections and click the Submit button to save your changes.

Tips

It may happen that customers ask questions that do not refer to a specific product/area. Also in some cases a customer doesn’t know exactly, for instance, to which product area his/her question belongs. You may want to add “General” product to handle such situations.

Next: Custom Fields Settings