##### Managing Trouble Ticket Categories

To create ticket categories (customers are forced to select a ticket category while posting a problem report):

1. Select the Categories tab. The Categories list (empty) appears on the screen.
2. Click the Add Category button. The Add Category form appears on the screen.
3. Fill the form:
   1. Type the category name in the Title field (like "Billing" or "Domains Management", etc.);
   2. You can mark the Enabled checkbox to offer this category for your customers when posting problem reports.
   3. You can assign one or more default watchers for trouble tickets belonging to a category, queue, or having a given priority. The burden of a trouble ticket watcher is simple: when a trouble ticket is created and later, every time a ticket status changes, the corresponding notification is sent to a watcher e-mail. You can assign one of your staff members (all of them have e-mail addresses in Parallels Business Automation - Standard and thus, notifications will be sent to staff members contact e-mails) or specify one or more e-mail addresses (maybe internal) to send notifications about a trouble ticket status. To assign a watcher among your staff members, select a staff member name from the Staff Members menu (to select a staff member click on his/her name) and then click the >> button to move the name(s) selected to the Assigned Staff Members menu. To assign some additional e-mail addresses to send trouble ticket status reports, type e-mail addresses into the Set watchers one per line field (one per line, as the field name tells).
4. Click the Save button.
5. Repeat the steps 2 - 4 to create as many ticket categories as you need.

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