What is the impact of this change to the older helpdesk accounts?
- No impact. All functional aspects of Categories and Channels will remain the same.
- All the Categories configured in the older version will be available in the newer version without any changes.
- Email Channels configured for the respective Categories will now be made available in the Channels page without any changes.
What's new?
- When you navigate to Helpdesk Main Menu > Categories, the list of existing Categories already configured by you will be listed in a new version of UI. Refer screenshot below.
- Clicking on a Category module will open up a right panel with all the Category details and configurations
Edit Category screen: Category Details and Configuration
Category - Advanced Settings Screen
Category Signature
Category: Ticket Reply Settings
Category: Time tracking Settings
Category: Reopen Behaviour settings
Category: Email Settings
Outgoing email channel settings configured for the Category in the older version will be available here.
Category: Email Channel Setup and Configurations
- You can setup email channels for the Category by clicking on the Channel Settings hyperlink.
- Refer to this Knowledge Base to know how to configure Email Channels
Channels Module
A new module Channels will be available in the Main menu to easily configure and manage all your email channels. Refer screenshot below.
Emails Channels List Page and configuration screen
Frequently Asked Questions
1. How will I know if my account has been upgraded to the new UI for Categories and Channels?
Helpdesk accounts upgraded with the new UI for the Categories and Channels screens will have a note at the footer. Refer screenshot below.
2. How to configure or manage Categories in the newer version?