Better support for Category::Subcategories in Helpdesk
Currently setting up categories and subcategories for helpdesk is painful, as it requires manual ordering and reordering of entries, high redundancy in entries, and is not supported under custom fields. It would be great to see UI improvements to make this task more streamlined.
This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release
Ryan Blake commented
Forcing selecting subcategories I think goes hand-in-hand with this request. Right now users only have to select the main category but can leave all subcategories blank.
Paul Gray commented
Several years ago I added a massive list of categories and subcategories to assets via CSV, then moved them to a queue. Now that's no longer supported. This is a major disappointment as it's very crude and tedious to have to manually add dozens if not hundreds of categories for a facilities queue with many many buildings, rooms, and ticket types.
Jordan Patterson commented
I would love to see a navigation tree or collapsible view for Categories and Sub-categories. Trying to reorganize or add a new category group to an existing list is very painful due to having to navigate through a large list of entries.
Ideally, the Category UI could be changed to allow cascade style category input. First, enter the main categories and then add sub categories underneath main. Single text input rather than having to use the long string method.
Main Category 1::Subcategory 1.1::Subcategory 1.1.1
Could be (you would add a new category by clicking on + symbol:
Main Category 1 +
Subcategory 1.1 +
Subcategory 1.1.1 +
Edward Gray commented
It would be nice to see something like the Parent-Child relationship that Assets can have. Heck, point the query to a given asset type?
There also needs to be a way to archive old categories so even administrators cannot select an old category choice for new tickets.
This is definitely a feature needed. When we created all of our categories and sub categories it took hours to put them all in the correct order. Our clients when they pick from this list want it in alphabetical order. When I create new categories/subcategories I have to immediately sit and spend the time to put these in order because we are making changes live
Something like this below would be great in cleaning up the category section as well as adding the drag and drop.
Now when you click on the + sign, it will expand to show the sub categories.
Computer Not Working
Email Not Working
New Microsoft Office
This way, you do not have the huge list of items you have to go through to move one single category.
Hardware Issues:: Computer Not Working
Software Issue:: Email Not Working
Hardware Request:: New Computer
Software Request:: New Microsoft Office
And so on…………
I would love to be able to drag and drop the help desk customization values instead of having to click on the little green Christmas tree icon. I have like 100 category values and it takes forever to edit them or to add a new one that needs to go to the top of the list.