Setting up Categories

Set up Ravenna categories to automatically classify and organize new tickets by topic, department, or any structure that matches your reporting.

Categories provide a workspace-wide classification system for organizing tickets. Use categories to group tickets by type, department, or any other organizational structure that helps your team track and report on requests.

Once you create categories, Ravenna automatically classifies new tickets based on your category list, assigning the most appropriate category to each ticket as it’s created.

Categories work alongside Forms. Use Forms to capture specific details for different request types, and use Categories to provide high-level classification across your entire workspace.

Using categories

Once created, categories can be:

• Assigned to tickets during creation or at any point in the ticket lifecycle
• Referenced by agents using @Category Name in agent rules
• Used for reporting to track ticket volume by category
• Filtered in views to focus on specific types of requests

Interactive walkthrough

Step-by-step

1. Open workspace settings

   Navigate to your workspace settings by clicking your workspace name and selecting Settings.

2. Go to Categories

   Click Categories in the left sidebar.

   You can create your own categories or import pre-built categories from the template library to get started quickly.

3. Create a new category

   Click New Category to create a custom category, or browse the Template Library to import ready-made categories.

4. Enter category details

   Fill in the category by:

   • Naming it clearly to reflect the type of tickets it will classify
   • Adding a description that explains when this category should be used
   • Selecting a color to help visually distinguish categories
5. Set as default (optional)

   If this category should be the default selection when creating tickets, toggle the Set as default option.

6. Save your category

   Click Save to create your category. It will now be available workspace-wide for ticket classification.

7. Create additional categories

   Repeat these steps to create categories for different types of requests your team handles, such as:

   • Software Access
   • Account Issues
   • Equipment
   • Network & Connectivity
   • Security & Compliance