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I created a list of categories and subcategories, however some of the categories do not have subcategories.

In such cases, to avoid having empty subcategory fields which skew the data while visualising the subcategories, I added a subcategory with the same name as the category.
This can be tideous for agents when they are working on a lot of tickets.
Is there a way I can have the subcategory automatically filled with the same name as the category using some sort of automation?
(thank you in advance for the help, i have already learned a lot by just reading the community forum)

Hi.

Just to double check:

You created the inquiry on FreshService forum, but you tagged it with FreshDesk.

Are you using FreshService or are you using FreshDesk? Because the option varies from products.

But, the concept is basically the same:

You could use Business Rules (FreshService name) in order to automatically select the sub-category for those specific categories you have that technically don’t have a sub-category,

 

Hope this helps.

 

Regards,

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