Adding Support Categories
The support category system helps you organize customer support tickets efficiently. By categorizing tickets, you can route them to the appropriate support staff and track performance by category.
Support Category Types
- Technical Support
- Bug reports and technical issues
- Installation problems
- Integration questions
- Performance issues
- Feature Requests
- New feature suggestions
- Enhancement requests
- Customization requests
- Integration requests
- General Inquiry
- General questions
- Pricing information
- Account questions
- Documentation requests
- Billing & Payments
- Payment questions
- Refund requests
- Subscription issues
- Invoice questions
- Pre-Sales
- Product information
- Demo requests
- Custom quotes
- Partnership inquiries
Creating Support Categories
- Access Support Management
- Log in to admin panel
- Navigate to "Support" → "Categories"
- Click "Add New Category"
- Basic Information
- Enter category name
- Create unique slug
- Write category description
- Set display order
- Configuration Settings
- Set category priority (Low, Medium, High, Urgent)
- Configure auto-assignment rules
- Set response time SLAs
- Define category status
- Staff Assignment
- Assign specific staff members
- Set backup staff for escalations
- Configure notification preferences
- Access Control
- Set visibility permissions
- Configure customer access
- Define category restrictions
Category Management Features
- Ticket Routing - Automatic ticket assignment
- SLA Management - Response time tracking
- Performance Analytics - Category performance reports
- Staff Workload - Balance support team workload
- Escalation Rules - Automatic escalation procedures
- Customer Feedback - Category satisfaction ratings
Best Practices
- Clear Naming - Use descriptive category names
- Logical Organization - Group related issues together
- Staff Expertise - Assign categories to skilled staff
- Regular Review - Update categories based on trends
- Customer Experience - Ensure categories are customer-friendly
Category Analytics
Track category performance with detailed analytics:
- Ticket Volume - Number of tickets per category
- Response Times - Average response time by category
- Resolution Rates - Ticket resolution statistics
- Customer Satisfaction - Category-specific ratings
- Staff Performance - Individual staff metrics
Automation Rules
- Auto-Assignment - Automatically assign tickets to staff
- Escalation - Escalate tickets based on time or priority
- Notifications - Send alerts for new tickets
- Follow-ups - Automatic follow-up emails
Well-organized support categories improve response times, customer satisfaction, and team efficiency. Take the time to set up your categories thoughtfully for the best results.