Here's everything you need to know about deleting a category from your helpdesk.

How to delete a Category?

• Log in to your agent portal.
• Make sure your role has the permission " Manage Categories" enabled 🔐.
• Go to Manage >> Categories from the module switcher.
• Under "Current Categories", you will find the list of categories currently available in your helpdesk.

• Hover over the desired category and click "Delete".
• In the subsequent pop-up choose to either:
  • Change the category of the constituent tickets to a different one.
  • Delete all tickets in this category.
• Click "Confirm Delete".

• Warning ⚠️ : Deleting a Category is an irreversible change. Please exercise caution before proceeding to delete a category.
• Deleting a category and choosing to either move or delete its constituent tickets takes time.⏳You can track the progress of the deletion using the progress indicator.

Cases that require an action before initiating the deletion of a category:

• The Category is used as an action or condition in any of the following:
  • Smart Rules.
  • SLAs.
  • Ticket Templates.
  • Reports.
• The category is associated with a Multi-Brand.
• The category is associated with a social media integration such as Facebook/Twitter.
• The Category is associated with a voice integration such as RingCentral.

In the above cases, you must disassociate the category with the above-mentioned items before proceeding to deletion.