Ticket Category Families and Resolution Reasons: New Sonar Ticketing Features

December 9, 2025

Sonar Software is adding two ticketing updates, Ticket Category Families and Resolution Reasons, that help ISP support teams organize tickets, reduce mistakes, and improve reporting without adding complexity.

We're excited to announce these 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 ticket 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

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.

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.

Want to dive deeper? Check out the full feature overview in our Knowledge Base:

Ticket Category Families overview →

Ticket Resolution Reasons overview →

Have questions?

We are here to help, please don't hesitate to contact your Account Manager or our Support team.

Support Phone (CA): 780.900.1180
Support Phone (US): 702.447.1247
Support Email: support@sonar.software