Alpha Settings
Configuring support categories and auto-assignment rules
Support Settings
Configure how your support system operates, including ticket categories and automatic assignment rules.
Categories
Categories help organize tickets by topic. Navigate to Support > Settings > Categories to manage them.
Each category has:
- Name — display name shown to clients and operators
- Description — optional description for internal reference
Categories appear as filter options in the ticket overview and as selectable options on the public support form.
Managing Categories
- Add — click the add button and enter a name
- Edit — click on an existing category to rename it
- Delete — remove a category (existing tickets retain their category label)
Auto-Assignment Rules
Auto-assignment rules automatically assign incoming tickets to team members based on category. This ensures tickets reach the right person without manual triage.
How Rules Work
When a new ticket arrives:
- The system checks if the ticket's category matches any auto-assignment rule
- If a match is found, the ticket is assigned to the configured team member
- If no match is found, the ticket remains unassigned for manual pickup
Configuring Rules
Each rule maps a category to an assignee:
| Field | Description |
|---|---|
| Category | The ticket category that triggers this rule |
| Assignee | The team member who receives matching tickets |
You can create multiple rules for different categories. If a category has no rule, tickets in that category remain unassigned.