Support Setup
Setting up support categories
Designing the category list, nesting it, and setting a default so nothing arrives unclassified.
Last updated September 2, 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.
Order and visibility
Categories can be ordered so the common ones are at the top of the picker, and marked as active on the dashboard so they appear in the support widgets your team watches.
RENAMING IS FINE, DELETING IS NOT
Renaming a category updates it everywhere, including on historical tickets. Deleting one leaves those tickets needing a new home and breaks any reporting that grouped by it. Rename in preference to deleting.