Support Setup
Setting up support categories
Designing the category list, nesting it, and setting a default so nothing arrives unclassified.
Last updated October 14, 2026
Categories are how tickets are sorted, routed and eventually reported on. They are worth twenty minutes of thought before the first ticket arrives.
Designing the list
- Name them after the problem, not the team. "Billing" survives a reorganisation; "Sarah's queue" does not.
- Six to ten is plenty. A list nobody can scan gets picked from badly.
- Every category should be one you would act on. If two of them would never lead to different work, make them one.
- Use a parent where a large area genuinely needs sub-divisions.
A default category
Enabling a default means a ticket that arrives without one — most emailed tickets — lands somewhere rather than nowhere. Uncategorised tickets are the ones that fall through, and they also quietly ruin the reporting.
Who answers each category
Each category can have its own support team: the people who are notified about a ticket in that category while nobody is assigned to it. Pick them from your organisation's administrators when you create or edit the category. Leave the list empty and the ticket goes to every active support member instead, which is where the Dashboard Active switch under Support Team Members on the same screen (Support Tickets, then Settings) comes in: it decides who is on that fallback list, and does not remove anyone from a category's own team.