It hurts to not know the root causes and sub-causes for repeated issues that come to your attention. Maintaining the causes and sub-causes helps you identify the root causes of repeated issues in your helpdesk.
To add ticket causes:
Navigate to Settings > Ticketing Settings > Cause.
2. On the Ticket Causes page, do the following:
Under the Cause section, Enter the name of ‘Cause’ and hit enter.
Under the Subcause section, enter the name of sub-cause and hit enter.
3. Click ‘Save’ when you’re done.