On Admin→ Support Category, configure and organize your internal support ticket system.
Each category defines how support requests are routed and handled.
You can specify:
- Category Title — required, and must be unique within your company.
- Status (Active/Inactive) — required. Only Active categories are offered to employees when they create a new ticket; switching a category to Inactive hides it from that dropdown without touching any tickets already filed under it.
- Resolver(s) (responsible employees) — optional; search and select one or more employees by name or email.
When an employee creates a support ticket under a specific category, everyone listed as a Resolver for that category is instantly notified — both an in-app notification and an email — and only those resolvers (plus admins) can see and act on tickets filed under that category, from Support → Resolve.
This ensures that every issue reaches the right people without manual intervention.
How a Ticket Reaches Its Resolvers #
The Resolvers you add to a category aren’t just a notification list — they’re also the access list for that category’s tickets:
- An employee submits a new support ticket and picks this category.
- Every Resolver assigned to that category gets an in-app notification and an email about the new ticket right away.
- Any of those Resolvers (or an admin) can open Support → Resolve to see the ticket and take action on it — move it to In Progress, mark it Resolved, or Close it.
Resolvers who are not assigned to a category won’t see that category’s tickets on the Resolve page at all, even if they’re a Resolver on other categories. There’s no “claiming” step — whichever assigned Resolver gets to it first can act on it, and any other Resolver on that category can just as easily pick it up if needed.
Important: Resolver(s) is optional when you create a category, but a category with no Resolver assigned won’t notify anyone when a ticket comes in — it will simply sit there until someone happens to check. Always assign at least one Resolver to every category you make Active.
Note: A category can’t be deleted while any support ticket has already been filed under it — deletion is blocked with a message telling you so.