We keep our ticket categories alphabetized. There is a bug in freshservice that if we add an additional category and save it, it puts it in whatever order it wants.
In order to get it like we want it, we have to delete all of our categories out, save it, and re-paste all of the categories back in and save it again.
Please fix this.
Sorry for the trouble caused there, Our devs are already working on fixing this.
Will keep you posted as soon as we fix it :)