Support Settings

Configure how your support system operates. Support settings are managed per tenant under the Support tab of the tenant settings page and consist of ticket categories, status configuration, and the ticket number prefix.

Categories

Categories help organize tickets by topic. Each category has:

• Name — display name shown to clients and operators
• Color — optional badge color
• Active — inactive categories are hidden from selection

Categories appear as selectable options on the public support form and on tickets.

Managing Categories

• Add — click the add button and enter a name
• Edit — change the name or color of an existing category
• Deactivate — mark a category inactive (existing tickets retain their category label)

Status Configuration

The ticket lifecycle is defined by a configurable list of statuses. Six system statuses exist by default:

Each status has a label, color, order, an active flag, and a resolution flag (statuses that count as resolved). System statuses cannot be removed, but you can add custom statuses to match your workflow.

Ticket Prefix

The ticket number prefix (default TKT) is combined with the two-digit year when generating ticket numbers, e.g. TKT26-00042.

Assignment

There are no automatic assignment rules — tickets are assigned manually. From the ticket detail sidebar, operators assign one or more solvers and a service owner; assigned employees receive a notification.