Categorize your help desk tickets for easy assignment and powerful reporting.
Example of Categorization

Stay Organized

Drive your entire support process with HelpSpot's categorization process that determines who can be assigned, what custom fields are displayed, and keeps everything organized.

The categorization process also makes onboarding new agents easy as HelpSpot guides them in who can be assigned to a ticket and what data needs to be captured.

Category Based Assignment

Only assignable agents are shown once a category is selected, so there's never any confusion about who can be assigned each type of ticket.

Category Based Meta Fields

Categorization also drives which custom fields are displayed for the ticket. No need to wade through dozens of fields. HelpSpot will only show the fields appropriate for this category, reducing agents' time on a ticket and reducing errors.

Advanced Reporting

Categorization drives many of HelpSpot's advanced reporting features. Watch trends by category, group your tickets by category over time, resolution time by category and more. Never fly blind on your help desk again.

Help Desk Software With Advanced Categorization

Tired of losing track of emails?

Organizations using HelpSpot are more efficient and produce more satisfied customers.

Core Modules
Shared Inbox Knowledge Base Reporting Self Service Portal
Email Management Contact Form Agent Entry API
Organizing Tickets
Filters Single Assignment Categorization Advanced Search Batch Operations
Responding to Tickets
Ticket Interface Saved Responses Collision Detection Time Tracking Merge Tickets
Volume Reports Speed Reports Comparison Matrix Email Reports
Triggers SLAs & Automation Rules Automatic Assignment Recurring Tickets
Custom Fields Dark Mode Custom Pages
Multiple Brand Support Portal Templates Email Templates Email Signatures
Permission Groups SAML Authentication Black Box GDPR Tools
Live Lookup NPS/CSAT Surveys Zapier
Cloud On-Premise Cloud Infrastructure Scaling
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Manage your support email, organize your help desk,
and improve your customers experience.