How to create Custom Categories for Tickets

How to create Custom Categories for Tickets


How to add a new custom category and subcategories into Pilera, apply/map them to multiple communities at once, and apply it to a variety of tickets.
Prior to the 7/16/2019 release, categories for tickets in Pilera were predetermined by our system.  Now, managers can create their own categories and subcategories for unit and occupant activity logs, unit-level and common area work orders, and insurance.  These categories can then be applied/mapped to multiple communities at once.  

Setting up roles to create and manage categories

Only Company Admins and Template Admins can create and manage categories across the communities they manage.  To set up these roles, please take a look at our in-depth article on User Role Administration.  

Creating a new category and subcategory

  1. In the "Settings" area, click on "Templates".
  2. A new browser will load with the Templates page.

  3. Click on any of the custom categories on the left-hand side to get started.
  4. In the workspace area, click on "Add Template".
  5. In the dialog window that opens, type in the name of the category, subcategories, and a description.  Each subcategory should be typed into one line each. 

  6. Next, click on the "Communities" tab to link the template to specific communities.  Once done, click on "Save" and refresh the page.  Your custom categories have now been created and can be selected when creating new tickets!


Editing a "Pilera Default Categories"

All of the categories and subcategories that you are familiar with in the tickets area are now categorized as "Pilera Default Category".  To edit the category, simply click the edit button and follow steps 5 & 6 from above.  It is important to note if you have used a category in the ticket and deleted it from the custom categories, it will continue to appear in the old ticket that has that category.

Adding the category/subcategory to a ticket

Now that you have added your custom ticket categories and subcategories, it will be ready for your use when you create a new ticket.  You'll navigate to the specific ticket that you want to create and select the category and subcategory.  

Take a look at a sample of custom categories applied to different types of tickets. 


Common Area Work Order

Managing the display of categories on a community level

At a later time, you may decide that a community does not need a specific category to be displayed when creating tickets.  It's very simple to update which categories should be displayed or hidden for a community.  Steps:
  1. Navigate to the community that you want to either display or hide the ticket category for.
  2. Hover over the Settings and click on "Custom Categories".
  3. In the drop-down select the type of ticket.
  4. You will now see all of the categories that are linked to the community.  Click on the checkbox next to the custom category that you either want to display or hide in the ticket creation area.  

Note: When you add a new custom category in the Templates section and apply it to the community, it will display a checkmark in the community's Custom Categories page.  


Custom categories for a variety of tickets give managers the flexibility and customization capabilities they need to operate their maintenance and customer service processes efficiently.  Managers can create their own categories, subcategories, and link them to communities that require those categories. 

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