Page 1 of 1

Three-Tier Categories

PostPosted: Thu Dec 16, 2004 12:50 pm
by jappleman
We had a help desk design professional evaluate our technology support center. A Three-Tier Category was strongly suggested, so strongly that he suggested we evaluate another help desk software solution if the feature was not in the pipeline.

Example: Computer Hardware: Mac Hardware: Monitor
Example: Telecom: Voicemail: Reset Password

The idea is that the user / technician would select the first category and it would automatically specify the options for the second category to reflect the first category, same idea for the third category.

This would also make reporting a lot easier and would be especially usefull for the web helpdesk solution.

Here is a list of suggested Tiers

PostPosted: Tue Apr 12, 2005 11:07 am
by PBeasi
We are having the same issue at our location. We are now working on a final analysis of the software and if this feature can't be implemented, we are going to have to start looking at other products.

Are there any plans to include this?

PostPosted: Wed Apr 20, 2005 9:22 am
by stageelectrics
We would also find this very useful! Being able to have a tiered Category list would be great. We would be able to categorise a request as a Problem then also be able to choose a second category, say computer or printer. We still want to be able to report on the number of problem category requests, but it would be grate if we could see in which areas of our hardware they affect.

PostPosted: Wed Apr 20, 2005 9:48 am
by moroz
Three-Tier Categories will be available in version 5.