Categories are the tags that keep your support inbox sortable as ticket volume grows. They show up as a filter in the inbox, inside each ticket's header, and in the portal's New request form, so customers can self-select where their question belongs. This guide shows you how to create and organize them from Support Settings.
How to create a support category in Cornerspot
Categories live under Support Settings on the Categories tab at /dashboard/support-hub/settings. Here's how to add one.
1. Open the Categories tab
From the left-hand menu, open Support Tickets → Support Settings, then choose the Categories tab.
2. Click “New category”
Click New category to open the inline creator form.
3. Enter a Code
The Code is a short, lowercase key used behind the scenes (for example billing_invoice). Keep it simple and stable — your team and customers see the friendly name, not the code.
4. Enter a Name
The Name is the friendly label everyone sees — in the inbox filter, the ticket header, and the portal form. For example, “Billing - invoice question.”
5. Add an optional Description
Use the optional Description to give teammates a little extra context about when to use this category.
6. Click Create
Click Create and the new category appears in the list, ready to use across the inbox and the portal.
Organizing your categories
Each row in the list gives you everything you need to keep your categories tidy:
- Edit inline: Click the pencil to rename a category or update its description, then Save.
- Activate or deactivate: Use the toggle to switch a category active or inactive. Inactive categories stay on existing tickets but are hidden from the filters and the portal form.
- Reorder: Drag a category by its handle to change the order it appears in the dropdowns.
- Delete: Click the trash icon. A Delete category? dialog confirms — and warns that tickets currently using it will be uncategorised.
Where categories show up
- As a Category filter in the ticket inbox, so you can focus on one type of request at a time.
- Inside each ticket's header, where you can change or clear it at any time.
- In the portal's New request form, so customers can pick the right category when they open a ticket.