Ticket Categories
Categories allow you to classify tickets within a desk. Customers can select a category when creating a ticket through the widget, which makes it easier to prioritize and route tickets to the right people.
Usage
- Classification — e.g., “Bug,” “Question,” “Feature Request,” “Billing”
- Automatic assignment — a category can have a default responsible person or group
- Prioritization — categories have a priority that affects display order
Category Settings
- Name — visible to the customer in the widget
- Code — internal identifier
- Color — color highlighting the category
- Priority — display order (higher = higher on the list)
- Desk — which desk the category belongs to
- Responsible person — default person or group assigned to tickets in this category
- Help content — text displayed in the widget when a customer selects this category
- AI instruction — guidance for the AI assistant on handling tickets in this category