So we are using Kayako for some time now. Latest is Case version.
We needed to have ability to organize our tickets into Problem Categories (not departments) so we created custom filed for it. We do need to manually add ticket to category but this is no a big issue.
However, it is impossible to have SLA plan created according to Problem Category neither we can assign staff according to Problem Category rendering Custom field option almost useless. I say "almost" since there is at least an...
Ticket Problem Category
We needed to have ability to organize our tickets into Problem Categories (not departments) so we created custom filed for it. We do need to manually add ticket to category but this is no a big issue.
However, it is impossible to have SLA plan created according to Problem Category neither we can assign staff according to Problem Category rendering Custom field option almost useless. I say "almost" since there is at least an...
Ticket Problem Category
