Customers will send you email with all kinds of questions. Questions about their invoice, problems they are having with your product, or they just want more information. These different type of questions or requests need different people from your company to answer them. This is why it’s a good idea to create the categories you need.
When requests are handled by the right person, requests will be solved a lot quicker.
Service comes with a set of predefined categories: Administration, Sales, and Support. You can rename these or add new ones. Making subcategories is also possible. First line and second line support are typical subcategories. Find out what kind of categorisation of requests your company needs, and learn how to create them here.
Learn how to create categories
Standard categories in Service