How do ticket categories work?

Categories live in Settings → Categories as a managed list — no more free-text drift. Renaming a category updates every ticket carrying it; deleting is blocked while tickets use it (merge into another category instead); and "Other" is a system category that can never be removed, so every ticket always lands somewhere. AI structuring picks from this list, and SLA policies plus automation rules can be scoped by category.

Everyday moves

• Merge: renaming onto an existing category moves its tickets there and deletes the source.

• Counts: each category shows how many tickets use it, so dead categories are obvious.

• Public API: unknown categories from integrations are auto-created and tagged with their source.