Ability to Create Sub-Categories on a Ticket related to Category Chosen
there are two links that are related to this, one is an idea that is marked as delivered but was only delivered on Forms not tickets, another is a conversation.
1. This would be related to the service hub, for customer support teams
2. the idea is to more accurately categorize tickets for a deeper dive into what customers are calling/emailing in about and being able to report on it
3. This value will add a better idea for if there needs to be a knowledge base article written about a certain topic, it will be able to track trends, etc.
4. Yes - have seen the ability in SalesForce and other CRM systems
At the moment, we have 2 separate fields for categorizing tickets:
1. The area or product that they need help with (payment, feature/product A, feature/product B, ...)
2. The type of request that they have (question, issue, feedback, ...)
That's messy, because:
1. Not every combo of area and type is useful. For example, customers don't submit feedback about payment, but every time we're categorizing a payment-related ticket, we need to scroll past "Feedback" and other irrelevant options
2. It's much more vague. If I had subcategories, I would be able to replace generic type choices with much more specific options:
- Create an account (instead of just "Task")
- Trouble logging in (instead of just "Issue")
- Sharing content (instead of just "Question")
That would make it much easier for agents to fill out the category properties, much easier to get on the same pages about where each ticket falls, and much easier to conceptualize categories when using them to filter or report on tickets
