In the Categories of cases section, you define the types of requests employees can raise with HR or management. Clear categories help employees pick the right topic when they reach out, help your team find and sort cases quickly, and make it easy to see where most requests come from.
Common categories include:
Financial matters: questions about salaries, reimbursements, benefits or other money-related concerns.
Technical issues: problems with software, hardware or other systems used at work.
Information updates: requests to change personal information, account details or other records.
HR inquiries: questions about company policies, leave, performance reviews and other HR topics.
Complaints: a dedicated way for employees to raise workplace conflicts or other concerns.
💡 Tip: Start with a small set of categories that match the requests you already receive most often. You can add more as you see which topics come up.
Create case categories
Case categories let employees choose what their request is about, so it reaches the right person and your team can sort cases easily.
Go to Settings and, in the Desk section, select Case categories.
Click Add.
Enter a name for the category, for example "Job changes", "Team conflicts" or "Maternity leave".
Optionally, add a description to help employees understand when to choose this category.
Optionally, choose a default assignee (see below).
Save the category, and repeat for each type of request you want to cover.
Categories are listed in alphabetical order, so clear, descriptive names make them easier for employees to find.
Set a default assignee
For each category, you can choose a default assignee: the person who automatically receives every new case filed in that category. This means requests go straight to the right person without anyone having to forward them.
For example, if you set your accountant as the default assignee for the "Salary" category, every new salary-related case will be assigned to them automatically.
💡 Tip: If your company uses SafeSpeak for anonymous reports, note that anonymous cases use their own set of categories, which you set up separately.