Team administrators can set up Case Categories, which allow external users (guests) to select from pre-configured categories in the subject drop-down when creating a new Case, rather than typing a subject manually.
In this article:
What are Case Categories?
Team administrators can set up predefined subject options for guest users when they submit a Case. This allows guests to select from a drop-down list of pre-configured categories instead of typing out a subject. Each case category can be assigned a different priority level, ensuring cases are handled according to their urgency.
Benefits:
Case categories not only speeds up the case submission process but also ensures that each Case is accurately labeled with its corresponding category, making it easier for the receiving Team to filter, sort, and manage Cases within the Case inbox.
Browser view.
Mobile view.
👇Creating Case Categories
1. In the Team Settings, go to the tab Guests.
2. Scroll down to Case Categories and click Manage.
3. To add the desired categories, click on the plus icon labeled "Add Category." You can assign different priorities to each category, which will influence how the Case is displayed in the Case list of the receiving Team (red, yellow, blue).
Note: "Other" will give the external user the option to enter a specific subject manually.
👇Filter Case Categories
Powerlist View:
1. In the Team's Case list, click on the drop-down under Filter Cases
2. Here you'll find all case categories that were created for the team.
⚠️ After selecting a category, only active Cases — those with a status of "claimed" or "unclaimed" — will be displayed in the Case list. Closed Cases will be excluded from the view and can be found under the filter "Close Cases".
