Resolution Category is a way of defining how or what resolved the ticket, which can be useful in reporting or, for example, determining which tickets were resolved by Agents from ones resolved by Lifecycles or Automated processes. Category values can be added, moved, reorganized or nested, or archived from the Resolution Categories settings.
- Open the Tikit web app at https://web.tikit.ai.
- Once in the Tikit web app, select the settings gear in the header, then select Resolution Category.
- In Settings > Resolution Category, select + New Resolution Category to open the Add New Resolution Category form.
- Enter a new category Name. Optionally, check Default to make this category the default value for new tickets.
- Select Save to add the resolution category.
- In Settings > Resolution Category, select a name to open the edit form.
- Update the category Name. Optionally, check Default to make this category the default value for new tickets.
- Select Update to save your changes.
To archive an existing category:
- In Settings > Category, find the category to archive then select … > Archive.
- Select Archive to confirm.
The archived category will now show (Archived) next to its name.
To un-archive an archived category:
In Settings > Resolution Category, find the resolution category to un-archive then select … > Un-Archive
The un-archived category will no longer show (Archived) next to its name.
To sort a category:
- In Settings > Resolution Category, find the value to sort, then click and drag by its handle on the left.
- Drag the category to a new position in the list.
Release the category to save its new position and keep dragging and dropping to sort the list.
To nest a category:
- In Settings > Resolution Category, find the value to nest underneath another category, then click and drag by its handle on the left.
- Drag the category and drop it onto another category to nest it.
Release the category to finish nesting it and save the change. Feel free to drag a nested category onto another parent or any other position in the list to sort.
