Categories, Canned Responses & Templates

Categories

Settings → Categories organises tickets by topic.

• Categories and subcategories structure your queue and your reporting
• Custom fields per category capture the data that matters for that topic (e.g. asset tag for hardware requests)
• Categories also organise the Knowledge Base

Canned Responses

Settings → Canned Responses are reusable reply snippets technicians insert into ticket conversations.

Keep them short, personal, and current — they're a speed tool, not an autoresponder.

Templates

Settings → Templates manages reusable ticket/notification templates.