Resolution Categories
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.
In this article:
Resolution Category Settings
To access and manage Resolution Category 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.
How to add a new Resolution Category
To add a new 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.
How to edit a Resolution Category
To edit an existing 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.
How to archive a Resolution Category
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.
How to un-archive a Resolution Category
To un-archive an archived category:
In Settings > Resolution Category, find the resolution category to un-archive then select … > Un-Archive
Select Un-Archive to confirm.
The un-archived category will no longer show (Archived) next to its name.
How to order and nest values
Picker values like Status, Priority, Category, and Resolution Category can be manually sorted and nested by dragging and dropping values to rearrange them.
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.
