Title: Support Multiple Ticket Categories (Request & Incident) in Halo PSA Auto Cat
C
Chris Ward
Description: Partners have requested the ability for the Auto Cat feature in Halo PSA Live Chat to recognize and select more than just the Incident category. This would enhance Auto Cat so it supports category selection per ticket type, including Requests, and enables dynamic multi-category mapping, especially when organizations use distinct nested categorizations for different ticket types.
Benefits:
- Allows accurate categorization between Requests and Incidents, improving ticket routing and workflow automation
- Reduces misclassified tickets and manual reassignment, saving staff time
- Supports partners’ complex, nested categorization needs for multiple ticket types