Ideally, when searching for a ticket category either as an agent, or as a user submitting tickets you could search at any level. Currently I believe only the first level of category is returned.
example:
software
adobe
install
upgrade
autodesk
with the proposed change, you would be able to search for “autodesk”, and the result would show up. Should you click “autodesk”, the software category would automatically be filled out.
