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Updated on Oct 17, 2026

Configure Ticket Categories

Create support ticket categories, set default priority, and choose the dynamic sub-fields shown for each category.

Support ticket categories classify incoming requests and can control the default priority and which dynamic sub-taxonomy dropdowns appear on the customer-facing ticket form. Agent category specialization can also use these classifications during routing.

Open ticket categories

  1. In WordPress admin, open Support Center → Taxonomies.
  2. Select the primary Categories tab.
  3. Review the category list, including each category’s slug, default priority, and configured sub-field taxonomy order.

Create or edit a category

  1. Click Add Category or use the action for an existing category.
  2. Enter the Category Name and Category Slug.
  3. Choose a category color and, if needed, add an optional description.
  4. Set Default Ticket Priority to Low, Normal, High, or Urgent. The selected priority is applied by default when a ticket is filed under that category.
  5. In Support Form Dynamic Sub-Field Taxonomies, select which sub-fields should appear when this category is chosen.
  6. Drag enabled sub-fields or use the arrow controls to change their order in the ticket form.
  7. Click Create Category or Update Category, depending on whether you are adding or editing the category.

Configure category-driven form fields

The built-in sub-taxonomy choices include Products and Tags. Other configured taxonomies can also be enabled for a category. The category editor controls which of these dropdowns appear and their order; the actual available dropdown values are managed under the corresponding taxonomy.

For the complete form-field workflow, see Configure Dynamic Ticket Form Fields.

Align categories with agent routing

If automatic assignment is enabled, configure agent category specialization in Support Center → Agents so the roster reflects which request types each agent can handle. Review the assignment strategy and availability setting in Support Center → Settings. See Assign Tickets to Support Agents.

Verify the category

  1. Reopen the category and confirm its name, slug, default priority, and sub-field order.
  2. Submit a test ticket through the customer-facing form using that category.
  3. Confirm that the expected sub-taxonomy dropdowns appear in the intended order.
  4. Open the test ticket in Support Center → Tickets and verify its category and resulting priority.