Ticket categories on PipeOne

What are ticket categories?

Ticket categories in PipeOne are labels used to classify support tickets. These categories help organize tickets by type or issue, making it easier to analyze and report on support activities later.

To learn more about when ticket categories are assigned, see our article about conversation status - new, ongoing, on hold, resolved. Ticket categories are added after a conversation is marked as resolved.

How to create and manage ticket categories

To manage ticket categories in PipeOne:

  • Go to the Menu > Configurations > Ticket categories

  • Here, you can add as many categories as you need for your support process.

Why use ticket categories?

Ticket categories are used when closing a conversation and marking a ticket as resolved. By assigning a category, you make it easier to:

  • Classify the nature of each resolved ticket

  • Track and count tickets by type

  • Generate statistics for future analysis

These statistics can be accessed at any time via: Menu > Reports > Ticket overview stats.

Benefits of using ticket categories

  • Improved organization of support tickets

  • Easier identification of common issues

  • Better reporting and insights for your support team

In summary, ticket categories in PipeOne are a simple but powerful way to keep your support process organized and data-driven.

Product Team