New Feature: Ticket Category Families & Ticket Resolution Reasons

December 9, 2025

We’re excited to announce two powerful updates to Sonar’s ticketing system designed to help your team stay organized, reduce mistakes, and improve reporting, all without adding complexity. Introducing Ticket Category Families and Resolution Reasons. 

These updates make your support workflows more scalable, accurate, and insightful from end to end. 

With this update, you can: 

• Organize tickets categories using top-level Category Families that reduce clutter and guide agents to the right category faster
• Filter category options based on the selected family so agents only see relevant choices
• Standardize how tickets are closed using customizable Resolution Reasons, that can be tied to specific ticket categories or available for all tickets
• Enforce clean, complete data with required resolution reasons across manual workflows, job-triggered closures, and the mobile app
• Gain better reporting insights with reliable resolution data that doesn’t rely on custom fields or agent memory 

How It Works: 

1. Use Category Families to keep your categories clean Create top-level families like Installation, Billing, or Maintenance and group related categories beneath them. When a family is selected, only its categories will appear, making it faster and easier for agents to choose the right one. All existing categories are automatically grouped under a default General family, which you can rename or reorganize at any time. 
2. Require Resolution Reasons when closing tickets Teams can configure a list of resolution reasons such as Issue Resolved, Referred to Vendor, or Duplicate, and tie them to specific categories or use them globally. You can make this step required to ensure every ticket is closed with a clear outcome. Resolution Reasons also work with job-triggered ticket closures and mobile workflows, so your field operations remain consistent and uninterrupted. 

By structuring how tickets are categorized and closed, you get cleaner workflows and more actionable reporting without adding extra work for your team. 

• Ticket Category Families →
• Ticket Resolution Reasons →