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Managing categorizations

You can manage categorizations in TOPdesk in the Settings > Functional Settings > Categories and Subcategories.

Managing categorizations

The categorization tree is visible in the block on the left side of the Categorization Management Card. You can use the buttons at the top of the card to perform the following actions:

  • New category

  • Reload data refresh icon.

  • Translate

And under more you can:

  • Sort categories

  • Filter

  • Archive

  • Delete

About the difference between archiving and deleting
  • Categories and subcategories can only be deleted if the (sub)category is not in use in any cards. If you try to delete a (sub)category which is already in use, TOPdesk will display an error message.

  • However, you can archive a (sub)category if it is in use. When you archive categories and subcategories, they will disappear from the lists in Incident Cards and standard solutions. Archived (sub)categories are displayed in grey in Categorization Management.

  • In contrast to a deleted (sub)category, an archived (sub)category can be reactivated, by ticking the Activate option.

Name block

Here you can adjust the name of the (sub)category.

‘Category or subcategory is used in’ block

In this block you can determine which modules can use the corresponding category and subcategory.

Default Operator block

TOPdesk can help you to automatically transfer calls and activities to the right operator, coordinator, or supplier. In TOPdesk, you can specify that when a certain categorization is selected, a specific operator, coordinator, or supplier will be entered automatically. For example you can specify that calls with the category 'FM Services' and subcategory 'Catering' can be automatically assigned to a certain facilities employee. You can set this up for calls, changes, change activities, projects and project activities.

remark

To link a certain operator, coordinator, or supplier to a (sub)category, you should select the option on the Operator Card or Supplier Card in question that this person is an operator or coordinator for first line calls, second line calls, and/or changes. For example: to enter a supplier as the default operator for second line calls in a specific category, under Tasks on the Supplier Card, the Second Line Incident Supplier option should be ticked.

TOPdesk can help you to automatically transfer calls and activities to the right Operators. In TOPdesk, you can specify that when a certain categorization is selected, a specific operator will be entered automatically. For example you can specify that calls with the category 'FM Services' and subcategory 'Catering' can be automatically assigned to a certain facilities employee.

remark

To link a certain operator to a (sub)category, the option needs to be ticked that the person is an operator of first line calls in the Tasks block on the Operator Card.

Keywords block

Here you can enter the keywords that will be used to automatically categorize calls and activities. You can find more information about how this works under Keywords.

Keywords on the same line are considered one search term. When you enter different search terms on different lines, TOPdesk will see these as separate keywords.

Description block

Here you can enter a description of the category.