Incoming emails that get converted to new Cases can go through additional automatic actions. One of these actions could be setting the Category and/or Sub-Category fields as a result of the Advanced Email Routing (AER) processing.


For example, if a complaint email is sent to the Customer Service email address, the new complaint case category will be set as Customer Service.

Minor Category is an optional sub-classification for Sub-Categories and can be used to set the teams to send Notifications to.


Steps to Add Categories to a Case Type

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Case Management
  3. Navigate to Admin Settings → Case Categories
  4. Click on the Add New 
    button
  5. Fill out the form as appropriate:
    1. Case Type: Select the case type to add the category to
    2. Category Name: Insert the name of the new category

Steps to Add Sub Categories to a Category

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Case Management
    1. Navigate to Admin Settings → Case Sub Categories
  3. Click on the Add New 
    button
  4. Fill out the form as appropriate:
    1. Category: Select the parent category the new Sub-Category will belong to
    2. Sub-Category Name: Insert the name of the new sub-category

(OPTIONAL) Steps to Add Minor Categories to a Sub-Category

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Case Management
  3. Navigate to Admin Settings → Case Minor Categories
  4. Click on the Add New 
    button
  5. Fill out the form as appropriate:
    1. Sub-Category: Select the case type to add the category to
    2. Minor Category Name: Insert the name of the new category
    3. CC Resolution Team: Select the Team to send a copy of the resolution of the case from the drop-down list
    4. Back Office Team: Select the Back Office team to assign the case to