{"id":83,"date":"2026-10-17T14:15:43","date_gmt":"2026-10-17T14:15:43","guid":{"rendered":"http:\/\/plugin-docs.com\/?post_type=doc&p=83"},"modified":"2026-10-17T19:03:57","modified_gmt":"2026-10-17T19:03:57","slug":"configure-ticket-categories","status":"publish","type":"doc","link":"https:\/\/dragwyb.com\/docs\/configure-ticket-categories\/","title":{"rendered":"Configure Ticket Categories"},"content":{"rendered":"

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.<\/p>\n\n

Open ticket categories<\/h2>\n
    \n
  1. In WordPress admin, open Support Center \u2192 Taxonomies<\/strong>.<\/li>\n
  2. Select the primary Categories<\/strong> tab.<\/li>\n
  3. Review the category list, including each category\u2019s slug, default priority, and configured sub-field taxonomy order.<\/li>\n<\/ol>\n

    Create or edit a category<\/h2>\n
      \n
    1. Click Add Category<\/strong> or use the action for an existing category.<\/li>\n
    2. Enter the Category Name<\/strong> and Category Slug<\/strong>.<\/li>\n
    3. Choose a category color and, if needed, add an optional description.<\/li>\n
    4. Set Default Ticket Priority<\/strong> to Low, Normal, High, or Urgent. The selected priority is applied by default when a ticket is filed under that category.<\/li>\n
    5. In Support Form Dynamic Sub-Field Taxonomies<\/strong>, select which sub-fields should appear when this category is chosen.<\/li>\n
    6. Drag enabled sub-fields or use the arrow controls to change their order in the ticket form.<\/li>\n
    7. Click Create Category<\/strong> or Update Category<\/strong>, depending on whether you are adding or editing the category.<\/li>\n<\/ol>\n

      Configure category-driven form fields<\/h2>\n

      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.<\/p>\n

      For the complete form-field workflow, see Configure Dynamic Ticket Form Fields<\/a>.<\/p>\n

      Align categories with agent routing<\/h2>\n

      If automatic assignment is enabled, configure agent category specialization in Support Center \u2192 Agents<\/strong> so the roster reflects which request types each agent can handle. Review the assignment strategy and availability setting in Support Center \u2192 Settings<\/strong>. See Assign Tickets to Support Agents<\/a>.<\/p>\n

      Verify the category<\/h2>\n
        \n
      1. Reopen the category and confirm its name, slug, default priority, and sub-field order.<\/li>\n
      2. Submit a test ticket through the customer-facing form using that category.<\/li>\n
      3. Confirm that the expected sub-taxonomy dropdowns appear in the intended order.<\/li>\n
      4. Open the test ticket in Support Center \u2192 Tickets<\/strong> and verify its category and resulting priority.<\/li>\n<\/ol>","protected":false},"excerpt":{"rendered":"

        Create support ticket categories, set default priority, and choose the dynamic sub-fields shown for each category.<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":79,"menu_order":0,"template":"","class_list":["post-83","doc","type-doc","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/83","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc"}],"about":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/types\/doc"}],"version-history":[{"count":1,"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/83\/revisions"}],"predecessor-version":[{"id":438,"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/83\/revisions\/438"}],"up":[{"embeddable":true,"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/79"}],"wp:attachment":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/media?parent=83"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}