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            Create Ticket Categories (Optional)

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            Create Ticket Categories (Optional)

            By default, Employee Concierge includes one ticket category. This category is used for all tickets unless you add more categories to your org. Create additional categories to allow employees and IT Agents to create more than one type of ticket. To add ticket categories to your org, complete all configuration steps in this section. Adding ticket categories is optional.

            Required Editions

            User Permissions Needed
            To configure Employee Concierge: Permissions and licenses associated with the Employee Workspace Admin persona for Employee Concierge
            1. Add Ticket Category Picklist Values
              Ticket Category is a custom field added to the Case object when you install Employee Concierge. Add new field values to give employees the option to choose a ticket category from a picklist on the new ticket form.
            2. Add a Quick Action to the Contact Object
              A quick action allows you to customize the fields and page layout for each ticket category. Create an action for each ticket category.
            3. Add the Custom Metadata Type for the New Ticket Category
              To associate a ticket category with the related action, edit the custom metadata type.
            4. Associate Knowledge Article Record Types and Ticket Categories
              Make ticket creation easier by mapping knowledge article record types to ticket categories.
             
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