Categories & routing

This guide is for admins. Ticket categories decide where each new ticket goes, so issues land with the right person automatically.

Creating a category

1. Go to Settings → Support (or Ticket categories).
2. Click to create a category and give it a clear name, such as IT, Facilities, or Payroll.
3. Set a default assignee or team — the person or group who should handle tickets in this category.
4. (Optional) Set a target response time so the team knows how quickly to reply.
5. Save.

From now on, any new ticket in that category routes straight to the right person.

Tip: Keep your category list short and obvious. A handful of clear categories routes far more accurately than a long list of overlapping ones.

Next step

Add attachments to tickets →