Ticket Categories

Route conversations to the right team members.

What are Categories?

Categories group conversations by topic or type and can route them to specialized agents:

• Technical Support
• Billing Questions
• Sales Inquiries
• Feature Requests

Creating Categories

• Go to Settings in the left sidebar
• Select Ticket Categories under Support
• Click New category
• Enter a name and optional description
• Click Create

Assigning Agents to Categories

Assign specialists to handle specific categories:

• Find the category in the list
• Click Manage Agents
• Select the agents who handle this category
• Click Save

Generalist mode: No agents selected means all agents can handle the category.

Specialist mode: Only selected agents see conversations in this category.

Assigning Categories to Conversations

In the inbox:

• Open a conversation
• Find the category field in conversation details
• Select a category
• The conversation is saved automatically

If using specialist routing, the conversation may be reassigned to a specialist.

Removing Agents from Categories

When you remove an agent from a category:

• System checks for their open conversations in that category
• If found, you choose how to reassign them:
• Unassign: Leave conversations without an assigned agent
• Round Robin: Distribute to other category agents
• Least Loaded: Assign to agents with fewer conversations

Categories and Automation

Use categories in automation rules:

• Condition: Apply rules only to conversations in specific categories
• Action: Automatically categorize based on keywords or other criteria