Configuring Response Categories

Purpose/Overview

In this article, you'll learn how to configure response categories. This feature lets administrators define and customize the response categories used when responding to tickets. Previously, response categories were fixed and could not be tailored to an organization's specific workflow. With this update, admins can create, edit, and manage their own set of response categories, making it easier to classify responses in a way that matches internal processes and reporting needs. This is primarily intended for system administrators and ticket management leads who oversee how response data is categorized and reported on.

Navigation Path:

To access this feature: Utilisphere > System Management > Administration > Ticket Management > Responses

Things to Know:

• This feature is requires administrator-level permissions to create or edit response categories.
• Configured response categories feed into the response workflow and are also sent to Insights for reporting.

Key Benefits/Use Cases:

• Custom classification: An organization can set up response categories that match their internal terminology, making reports and dashboards easier for staff to interpret.
• Improved reporting accuracy: Because category data now flows to Insights, teams can analyze response trends by category without manual tagging.
• Flexible administration: Admins can adjust categories over time as business needs change, without waiting on a system update.

How It Works:

Follow these steps to configure Response categories:

1. Navigate to the Response Categories settings: Utilisphere > System Management > Administration > Ticket Management > Responses
2. Select Add (or Modify) a Response.
   
3. Click the Response Category dropdown, make your selection, and click the Add button at the bottom of the form.

FAQ/Troubleshooting:

Q: Does this data appear anywhere else in the system?

A: Yes, configured response category data is sent to Insights AI for screening, so that it can be used to enhance screening accuracy.

Questions?  Contact us!