Hi @Blair,
It depends what you want to do with those categories.
If you would like to share tickets created by users with other users from their department, I would recommend looking into Organizations, as they actually group users and disclose sharing capabilities on the customer portal.
If you already organise your users in user groups, you can use the following JQL to find issues assigned to members of those groups:
assignee in membersOf("<your user group>")
You can use the above logic to triage issues as well, just by setting up separate queues based on those groups.
As a last alternative, you could set up custom fields with your categories / departments and have those filled out on your tickets upon creation or automatically, based on e.g. the logical options mentioned above.
Hope this helps!
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.