How do I let AI create categories?

AI structuring always prefers your existing categories. When none fits, the "Let AI create categories" toggle decides what happens: on — the AI coins a concise new category (e.g. "Refund Escalation") and saves it to your list for reuse, tagged as AI-created; off — the ticket files to "Other". The toggle is on by default for new workspaces and applies to both dashboard and API ticket creation.

Keeping the list clean

AI-created categories carry a badge in Settings → Categories. If the AI invents something redundant, rename it onto the right one — the merge moves its tickets and deletes the duplicate in one step. AI structuring itself is free and unlimited.