Category & Services Management 🎯

One of Siit’s key strengths is its ability to easily categorize employee requests using the Category & Services feature. This helps:

🔀 Automatically route requests to the right team based on the selected service

📊 Track request volume per service to identify process gaps or missing knowledge base content

When submitting a request via Slack, Teams or through our Request Portal, employees can select a Category first, which will dynamically display the corresponding Services.

🔧 Setting Up Categories & Services

To configure them, follow these steps:

Create Categories & Services

1️⃣ Create a Category > Manage categories

2️⃣ Create a Service (from scratch or using a template) > + Add

3️⃣ Name the Service

4️⃣ Link it to a Category

5️⃣ Pick a color (💡 Best practice: use one color per category for all its services)

Enable Automatic Assignment ⚡

You can automatically assign a Service to a specific user or inbox (see [Inbox Management article]). This ensures all requests for that service go directly to the right team—no need for extra workflows!

Apply SLAs ⏳

If you’re on the Pro Plan, you can enable SLA tracking to set response and resolution time targets (see [SLA Management article]).

Use Dynamic Forms 📝

Want to collect more precise information when employees submit requests? Use Dynamic Service Forms to display specific questions based on the selected service (see [Service Forms article]).

Define the Audience 🎯

Decide which employees the service will be visible by using our dedicated filters (department, office location, job title etc)

🚀 You’re all set! Don’t forget to save & publish your service so it goes live!