[Sugester V2 EN](https://sugester.intum.pl/kb/sugester-v2-en.md) / [Helpdesk / Tickets](https://sugester.intum.pl/kb/sugester-v2-en/helpdesk.md)

# [Preliminary response in categories](https://sugester.intum.pl/kb/sugester-v2-en/preliminary-response-in-categories.md)

## Preliminary Response in Categories

Each category in Helpdesk can have a defined **preliminary response** - text that will automatically display to the client after selecting that category in the ticket submission form.

### What is it for?

The preliminary response allows:
- To immediately provide the client with basic information related to the topic
- To answer the most common questions before the client submits a ticket
- To redirect to documentation or FAQ
- To reduce the number of repetitive tickets

### How to configure it?

1. Go to **Helpdesk → Settings → Categories**
2. Edit the selected category
3. In the **Preliminary Response** field, enter the text that should be displayed
4. Save the changes

### Example of Use

For a category like Receipts, you can add a preliminary response with the most common questions - the client will immediately see this information after selecting that category.

<img src="https://s3.eu-west-1.amazonaws.com/attachments.intum.net/public-files/31076/73566be8c404f7ed22a2e5e0037156bfd311eabc" alt="suggestion" style="max-width: 100%;" />

### Where does it work?

The preliminary response displays:
- In the Helpdesk widget embedded on the page
- In the ticket submission form on the Helpdesk page