Ticket Categories

Organize your tickets by type so your team can filter, prioritize, and report on them more effectively.

What are ticket categories?

Categories let you group tickets by topic or department. When creating or editing a ticket, agents and portal users can pick a category from a dropdown. Common examples include Billing, Technical Support, General Inquiry, and Returns.

Managing categories

Go to Settings → Ticket Categories to add, rename, or remove categories. Changes appear immediately in the ticket creation form and filters across your workspace.

Removing a category does not delete tickets assigned to it. Those tickets will simply show no category until one is reassigned.

Keep it simple Start with 3 to 5 categories that match your most common request types. You can always add more as your team's needs evolve.

Where categories appear

Categories show up in the ticket creation form, ticket detail view, ticket list filters, and any reporting or export you run. They help your team quickly sort incoming work.