The Customer Service Tickets page is designed to provide flexible ticket categorisation, offering a set of default categories—such as Incorrect Address, Request for Change, and Incorrect EDI Data—while allowing businesses to customise these categories to suit their specific operational needs.

2. Click on the New Category button. Create new customer service category pop-up will display.

3. Manually enter the Category Name and select the Issue Group from the drop-down, then click on the Create button. The Category will be added to the Category List.

4. Click on the newly added category, and the details will be displayed on the right side of the screen. Update the fields as applicable.

1. Click on the existing customer service category; the details will display on the right side of the screen.

2. Enter the details as follows:

a. Force Group Assignment — assign the group of logins this category assigns to.

b. Issue Group: Change the issue group using the drop-down.

c. Category Name (AKA): Alternative name.

d. Default Add to Freight Report: Add this category to the Freight Report by clicking the toggle to Yes.

e. Internal Use Only: Only used for internal logins. Toggle to Yes to enable for external users.

3. Click on the Update button to save the changes.