Q: Is there any way of making the resolution comment visible to the customer when resolving?A: There is no such thing as a "resolution comment" in osTicket. There are replies and there are internal notes. If you want the customer to see some text then you would log it as a reply. Then you would select Closed in the status drop down box.Q: Also, can you add a category field so tickets can be categorised, for example, Windows 10, Windows 7 etc?A: You do this by creating Help Topics. The User or Agent selects the Help Topic when they create the ticket.Q: Changing the status as the bottom requires a Canned response option?A: This question does not make any sense. You are not required to use canned responses to close a ticket.