Organize your support inbox with custom categories

Make support categories yours

Every project starts with seven default support categories (Bug report, Feature request, Billing, etc.). You can rename, recolor, reorder, add, and delete them to match how your team actually triages tickets.

What you can do

• Create, rename, recolor, and delete categories per project.
• Reorder how they appear in the inbox.
• Define org-level templates that any project in your organization can import.
• Manually reassign the category on any ticket.

AI auto-categorization

When a customer submits a ticket, our AI reads the subject and description and picks the best-matching category from your project's actual list. If you rename "Bug report" to "App crash" with the same idea, the AI will route incoming reports there.

If a ticket doesn't match any of your categories, it stays uncategorized — your team can assign it manually.

Org templates

If you run multiple projects with similar support patterns, define a category set once at the organization level. Then for each new project, click "Import from org templates" and pick which ones to clone in. Once imported, each project owns its copy — renaming a template later doesn't affect already-imported categories.

Set them up

1. Your project → Support → Categories.
2. Edit, reorder, or delete the defaults.
3. Click "New category" to add your own — give it a name, hex color, and optional sort order.

Heads-up

• Deleting a category un-assigns it from existing tickets (tickets aren't deleted) — they become "uncategorized" until you set a new one.
• The color is a hex like #10b981 and shows up as the category badge in the inbox.
• Slugs are auto-generated from the name; you can override if you want a stable identifier.