> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/guides/request-management/request-and-service-management-service-catalog/services-categories-and-inboxes.md).
# What's the difference between services, categories and inboxes?
Understand how Services, Categories and Inboxes differ and work together in Siit, who sees each one, and how to organize them, with an IT and Finance example
At Siit, we've designed our platform to help you manage employee requests efficiently and deliver a seamless experience for both your admins and your employees. To make the most of Siit, it's important to understand three core features: **Services**, **Categories**, and **Inboxes**. Each plays a unique role in organizing, assigning, and resolving employee requests within your company.
Below, we’ll explain what each feature does, how they work together, and provide a concrete example to help clarify their differences.
#### What is an Inbox?
**Inboxes** in Siit are internal workspaces composed of multiple Siit Admins. Their main purpose is to help you assign requests to the right team, so admins can collaborate effectively and have shared visibility on requests.
* **Who sees Inboxes?** Only admins. Employees never see the number or names of Inboxes.
* **How are Inboxes used?** They are used to organize and assign requests internally, based on team structure or expertise.
* **How many Inboxes can I create?** As many as you need—there are no restrictions.
* **Where are Inboxes configured?** In the Request Settings, reinforcing their assignment and internal nature.
**Example:** In a Finance department, you might have team members specializing in different topics:
* Payroll
* Expense Reimbursements
You can create 2 separate Inboxes for each topic, so requests are automatically routed to the right specialists or if the team is sharing the scopes, you could have one single Finance Inbox.
#### What is a Service?
A **Service** is what your employees see when they submit a request under the field *"Associated to"*—think of it as the "type" of help they need. The Service Catalog is the list of all available services employees can choose from.
* **Who sees Services?** Employees (when submitting requests) and admins when the request is submitted to better monitor the activity.
* **What do Services represent?** The specific reason or topic for the employee’s request (e.g., “Computer Issue”, “Update Bank Account”).
* **How are Services used?** Employees select a Service that best matches their need; this helps route the request to the right team.
**Important:** At Siit, the Service is used within the "Associated to" field which you will retrieve when configuring your Request Attributes for the employee to see it when submitting the request through the form.
**Tip: share a direct link to a Service**
Every Service has its own direct link. Sharing that link, in an onboarding doc, a Slack channel topic, or an email signature, drops the employee straight into the request creation form with that Service already selected and its fields ready to fill, skipping the step of browsing the Service Catalog first. This works the same way inside the Microsoft Teams embedded version of the portal.
#### What is a Category?
A **Category** is a group of related Services. Categories help organize your Service Catalog, especially as the number of Services grows.
* **Who sees Categories?** Categories can be internal (for admins only) or visible to employees (if you have many services and decide to display them).
* **When should Categories be used?** If you have many services (more than 15, for example), grouping them under Categories makes it easier for employees to find what they need.
* **How do Categories work?** Employees first select a Category, then pick the relevant Service within that Category.
#### How to Differentiate Category and Inbox
Here’s the key difference:
* **Inbox:** Internal, for assigning and collaborating on requests among admins.
* **Category:** External-facing (for employees), helps group and organize services for easier request submission.
In simple organizations, Categories and Inboxes might share the same names and structure. But in more complex organizations, Categories (what employees see) and Inboxes (internal assignment) are usually different.
#### Example: IT and Finance Team Organization in Siit
Let’s look at how an IT and Finance team might set up Siit:
### 1. Inboxes example
**IT Team:**
* IT Ops
**Finance Team:**
* **Finance Payroll Inbox:** Managed by payroll specialists.
* **Finance Expense Reimbursements Inbox:** Managed by the expense team.
### 2. Categories
* **IT**
* **Finance**
### 3. Services
Under each Category, you might have:
**For IT requests:**
* Software access
* Employee Offboarding
* Hardware issue
**For Finance requests:**
* * Salary Inquiry
* Payslip Request
* Submit Expense Report
* Expense Reimbursement Status
### How it works together:
* An employee wants to submit an expense report which belongs to the Finance category. They select the **"Finance"** Category, then the **"Submit Expense Report"** Service.
* Siit automatically assigns this request to the **Expense Reimbursements Inbox**, where the right admins can collaborate and resolve the request.
#### Conclusion: How Services, Categories, and Inboxes Work Together
* **Services** are the specific types of requests employees can submit.
* **Categories** help group Services, making it easier for employees to find the right option.
* **Inboxes** are internal workspaces for admins to organize, assign, and collaborate on requests.
By keeping Categories and Services focused on the employee experience, and using Inboxes for your internal team organization, you can provide a seamless and efficient support process—without creating unnecessary complexity or confusion for your admins.
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