Categories
Categories are always linked to departments.
The categories in TUGI:
- Provide insights into the topics players contact support about
- Help with ticket routing to the correct agent
- Indicate which categories the AI Agent can handle
When handling a support query, the AI and Human agents must always choose a category either by automation or in the Agent Workplace.
Adding a new category
Admins or Super-Admins can create new categories in TUGI.
- Ensure you're logged in to TUGI.
- Go to menu > Configuration > Categories > select your brand
- Click “Add new category” -button on the right side of the page.
- Introduce the category name, select the department in which the category belongs in and click “Add category”.
Managing categories
Admins or Super-Admins can manage categories in TUGI.
Modifying a Category
Modify a category by going into the category-section, and then click in the category list, click the wheel -icon on the right side of the category name.
- Category status: Indicates if the category is enabled or disabled.
- Enabled: Visible in agent workplace, and the tickets can be set in that category
- Disabled: The category is no longer in use, and it can not be set for new tickets
- Category details: Category name. To modify existing name of the category, write it in the free text box and click “Set name”-button.
- Department assigned to: To which department the category is assigned to.
- Department types:
- Agent: Category can be set to agent-level tickets
- Specialist: Category can be set to specialist-level tickets
- To switch the category, press “Assign departments”-button, and choose the department from the drop-down menu you wish to move the category to.
- Department types:
Deleting or disabling a category
Deleting categories
- Categories can be deleted from the category list using the trashcan icon, but only if they have never been used in any ticket.
- If a category has been used before, it cannot be deleted and must be disabled instead.
Disabling categories
- Open the category in the category section, or in the category list click the wheel icon next to the category name.
- Toggle “Category status” to “Disabled” to deactivate the category.