Hi,
I would like to find it out what is the best practice for handling different ticket categories. I have a webpage where we have different customer support questions, e.g. registration problem, video streaming, refund, downloads etc...
We would like to have a form on our site, where the user can select in a drop down menu what kind of problem he has, based on these categories. The website will send this information via API to the OSTicket.
I am not sure if I should set up different departments for each category, or there is an another and better way to separate the different kind of questions, get some statistics about them.
Any help is appreciated!
Thanks,
Peter