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Categorize Your Help Desk Tickets

Categorization

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.

Here’s what you can get done with HelpSpot in 21 days.

Today

Get up and running.

  • Free onboarding call
  • Connect your Microsoft or Google inbox
  • Start responding to tickets in minutes
Day 6

Get comfortable.

  • Optimize your ticket workflow
  • Create custom fields and automations
  • Integrate with your business systems
Day 21

Regret not switching years ago.

  • Instantly access real-time analytics
  • A 360° view of your customer support
  • Never miss a customer request again

“Does what email can't”

“Saved our customer service”

“Gets us out of jams”

“The right tool for the job”

“Made our lives easy”

“A great tool”

“It’s invaluable”

“It’s awfully good”

“A great product”

“Provides fantastic support”

“Huge time saver”

“Bang for the buck”

“It just makes sense”

“The best Helpdesk, I've used”

“Does what email can't”

“Saved our customer service”

“Gets us out of jams”

“The right tool for the job”

“Made our lives easy”

“A great tool”

“It’s invaluable”

“It’s awfully good”

“A great product”

“Provides fantastic support”

“Huge time saver”

“Bang for the buck”

“It just makes sense”

“The best Helpdesk, I've used”