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Required role: Admin
Categories group related request types together. For example, you might have an “IT” category containing types like “Hardware Issue”, “Software Support”, and “Account Access”, and a “Facilities” category for maintenance-adjacent requests.

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Create a category

1

Go to Settings

In the left sidebar, click Settings, then navigate to Service Request Settings.
2

Go to Categories

Click the Categories tab within Service Request Settings.
3

Add a category

Click Add Category and enter:
  • Name — the category name (e.g., “IT”, “Facilities”, “HR”)
  • Description — a brief description (optional)
  • Icon — choose an icon to represent this category (optional)
4

Save

Click Save. The category is now available when creating or editing request types.

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Edit or delete a category

1

Open the category

In Settings → Service Request Settings → Categories, click the category you want to update.
2

Edit or delete

Click Edit to change the name or description. Click Delete to remove the category — you’ll need to reassign any request types linked to it before deleting.

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Next steps

Configure Request Types

Assign your categories to specific request types.