Typically, Type categorisations have 3 levels; Super Type, Type, and Sub Type (though not all 3 levels need to be used).
Types can be bulk loaded from a spreadsheet or added manually.
To manually add Types, go to Settings > Service Level Management and in Category, select Super Type, Type, or Sub Type.
In the Type Details, give the Type a Name and select the Process Type and Folder.
Types can be set to auto assign tickets to an individual agent or group
Learn more about this topic by visiting the Types page.