Categories identify the type of request made in Zenvia Customer Cloud tickets. Configure them to organize support service. Create new categories or use the default options: Question, Problem, Service Request, and Suggestion.

For example, a customer submits a suggestion for the Bank, proposing an advanced statement search feature. It's a valuable suggestion but not urgent. In this case, it is categorized as a “Suggestion” with low priority.

⚠️ Attention: Feature available only for Operator and Admin profiles.

How It Works

Go to Support Service > Settings > Ticket Settings > Categories > Manage.

On the main screen, view the following information:

• Category name;
• Priority level (Low or High);
• Ticket type (Public or Internal);
• Status (active or not);
• Edit and delete options.

💡 Tip: Use filters to get specific search results.

Creating a New Category

1. Go to Support Service > Settings > Ticket Settings > Categories.

2. Click Manage.

3. Press the New Category button.

4. Choose a name that represents the ticket category. Example: Question or Suggestion.

5. In Available for tickets, establish the type of ticket that can be classified with this category: Public, Internal, or All.

6. In Priorities, select the urgencies that can be used in tickets with this category: All or Specific.

💡 Tip: For Specific Priorities, choose one or more priority levels.

7. Save the information.

Done! New Category created successfully.