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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

How to restrict and preload Ticket Categories for a folder

FocalScope allows you to configure preloaded Category Templates to simplify the ticket categorization process. This article details how to:

  1. Restrict which Ticket Categories are available for use by agents of a personal / shared folder (these are called Affiliated Categories)
  2. Enable preloaded Category Templates to simplify the ticket categorization process (especially in folders where it is extensively used)

Tutorial

Configuring Affiliated Categories for a folder

To configure Affiliated Categories for a private / shared folder, do the following:

  1. Right click a personal / shared folder and select [Properties]
  2. Click the [General] tab of the [Folder Properties] window and go down to the [Templates & defaults] section
  3. Click the [...] button right of the [Affiliated categories] field


Figure 1 - Configuring Affiliated Categories for a folder


Once the [Pick category] window has loaded, do the following:

  1. In the left list, select only the Ticket Categories that you want available for the selected folder. Hold down Ctrl key while left clicking to select multiple Ticket Categories
  2. Click [Add >] to move the selected Ticket Categories to the Affiliated Categories list on the right. Only these Affiliated Categories will be available to agents categorizing tickets in the selected folder
  3. Click [Ok] to save the configuration


Figure 2 - Restricting which Ticket Categories are available to a folder

Configuring preloaded Category Templates for a folder

To configure preloaded Category Templates for a private / shared folder, do the following:

  1. Click the [...] button right of the [Template for categories] fields
  2. Define the preloaded Ticket Categories for the selected folder exactly the same way we defined the Affiliate Categories (see Figure 2). Please note, only the Affiliated Categories will be available to designate as preloaded Category Templates if Affiliated Categories have been configured for the selected folder
  3. In the [Folder Properties] window, click [Ok] to enable the configured Affiliated Categories and / or preloaded Category Templates


Figure 3 - Enabling Affiliated Categories and / or Category Templates

Using predefined Category Templates

When you now right click a ticket and select the [Categories] option, you will notice the preloaded Category Templates for each ticket. You only need to specify the values to complete the ticket categorization process.

Please note, This will only work in folders where category templates have been configured and enabled.


Figure 4 - Preloaded Category Templates

Useful Tip

To force agents to assign a category to tickets as they close them, do the following:

  1. Right click the folder where you want to enforce ticket categorization upon ticket closure and select [Properties]
  2. Select the [General] tab of the Folder Properties window and go down to the [Messaging configuration parameters] section
  3. Tick the [A category must be defined when closing a ticket] flag
  4. Click [Ok] to save the changes made to the folder

Agents will now be required to assign a category to every ticket they close.


Figure 5 - Enforcing ticket categorization



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