Ticket Categories — Configuration

Ticket categories define the request type and allow you to customize the new ticket form. Each category can have custom fields so the customer provides exactly the information the support team needs.

Default Categories

The system includes four basic categories: Question (❓), Problem (🔧), Feature Request (💡), and Other (📋).

Hierarchical Categories

Administrators can create custom hierarchical categories (up to 3 levels) for more precise ticket classification.

Custom Fields

You can define custom fields for each category (text, email, URL, date, select, textarea). Each field can be required or optional.

Repeatable Groups

For categories requiring multiple items of the same type (e.g., a list of devices), you can enable repeatable field groups with a configurable maximum count.

Tip: Well-designed categories with custom fields significantly speed up ticket resolution.