JosephWithCOR
You're right, there's not really any front-end logic to show/group tickets by category. The category currently only shows on the ticket and the edit modal. I guess the way I see categories would be for reporting on the nature of tickets (e.g. Application, Network, Hardware, etc)…. But we are yet to add anything useful in that regard.
The first link seems to be more around agent groups/queues/departments (SD, L1, L2, L3 kinda thing). That's separate in my mind but I'm really keen for that too 🙂