How to create service categories
Create categories to classify tickets by the reason for contact, such as rescheduling, billing, or complaint.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Service categories indicate the reason for each ticket. With them, you can filter tickets and find out what generates the most contact, for example how many rescheduling requests come in during the month.
Where to find it in Cognizy
Before you start
- Only the owner and administrators can create categories.
Step by step
- Step 1:
Open and click the Service categories tab.
- Step 2:
Click New category.
- Step 3:
Enter the Name and choose a Color to recognize the category in the ticket list.
- Step 4:
Click Save.
- Step 5:
The category appears in the list and can already be selected when opening or updating a ticket.
How to know it worked
The category appears in the Service categories tab and in the category field of tickets.
If something goes wrong
What’s the difference between a tag and a category?
A tag labels conversations and customers, and a conversation can have several. A category classifies the ticket, and each ticket has only one.
Next step
Open a ticket and choose the category.
Sign in with your Cognizy account to save your progress.
Sign in