Categories and priority
Organize the queue. Categories group similar tickets; priority signals urgency.
Two orthogonal axes for sorting your queue: categories (what kind of issue) and priority (how urgent).
Categories
Create them at Tickets → Categories → New category:
- Name — what agents see.
- Slug — auto-generated; keep editable for SEO of future per-category URLs.
- Color — a pastel hex for the badge.
- Sort order — affects ordering in filters and dropdowns.
A new ticket can be assigned to one category. The inbox filter sidebar shows each category with an unread / open count.
Suggested starter set:
- Billing — payments, refunds, invoice questions.
- Technical — bugs, errors, integration issues.
- Account — signup, login, account changes.
- Feature request — wishes, suggestions.
- Other — anything that doesn't fit.
Don't over-categorize. Five to ten is plenty; twenty makes it a chore to pick the right one.
Priority
Four levels, ordered by urgency:
- Low — nice-to-have, feature request, simple how-to. Slowest SLA target.
- Normal — default. Standard expectation, hours to a day.
- High — blocking for one customer.
- Urgent — outage, billing failure, security issue, angry-VIP-on-fire. Drop everything.
Priority drives sort order in the inbox and AI auto-categorize confidence thresholds.
AI auto-categorize
When you have at least two categories defined and the ticket auto-categorize AI feature is enabled, new tickets are processed by Claude Haiku within seconds of creation. The AI:
- Reads the subject and description.
- Picks the best-matching category (only if confidence ≥ 0.6).
- Suggests a priority (only if the agent didn't set one and confidence ≥ 0.6).
Auto-categorization runs as a queued job — ticket creation isn't blocked on the AI call. The categorized result simply appears moments later.
Changing on a ticket
From the ticket sidebar, both Category and Priority are dropdowns. Change and save inline; the change applies immediately.
Filtering by category and priority
The ticket inbox URL accepts ?category_id=...&priority=... — combine with the status filter for the queue view your team needs.