Help desk categories

From Wikipedia

Depending on the support organisation or wishes the administrator is able to create help desk categories, from which a customer can choose one of these.

The administrator can assign a category to a group of co-worker or directly to a single user. A customer is in fact setting a request and the request inherits a already a category.

In case the administrator had set assignments of categories to groups or a single user automatically, the user will receive the customers requests directly. In case the categories assignment is to a group, a co-worker or the chief (see the customizing settings $rts_chef) has to assign the request to a single user by hand.