In order to perform the Initial Setup, make sure you’re logged in as Super Admin. Now, go to Helpdesk (Add-Ons » Modules » Helpdesk), click on the Module Settings button located in the top-right corner of the screen and choose Custom Categories Settings.

Sometimes, you might need to keep some tickets Open for some time. Too many open tickets, however, might clutter the list of your tickets. To solve this problem, you can Categorize your tickets.

For example: you have a customer you’re waiting for. Since you don’t want to close their ticket, you can assign the ticket to a category called Waiting for Client. Now, when you sort the list of tickets, you will see their ticket filed under the Waiting for Client category and not mixed with all the uncategorized tickets.