Categories
Categories help organize support tickets by topic, making it easier for customers to classify their requests and for staff to route tickets to the right team members.
Creating Categories
- Navigate to Admin > Support > Categories.
- Click New Category.
- Fill in the category details and click Save.
Category Fields
| Field | Description |
|---|---|
| Name | The category name displayed to customers and staff (e.g., "Server Issues", "Billing Questions") |
| Description | A brief explanation of what this category covers, shown to customers when selecting a category |
| Color | A color used to visually distinguish this category in ticket lists |
| Icon | An icon from the Lucide icon set displayed alongside the category name |
| Display Order | A number controlling the sort order of categories in the selection list. Lower numbers appear first. |
| Active | Toggle to enable or disable the category. Disabled categories are hidden from the ticket creation form but existing tickets in that category are unaffected. |
Managing Categories
The Admin > Support > Categories page lists all categories with their current settings. From this page you can:
- Edit a category to update its name, description, color, icon, display order, or active status
- Reorder categories by changing their display order values
- Disable a category to hide it from new ticket creation without deleting it
- Delete a category that is no longer needed
Deleting a category does not delete the tickets assigned to it. Existing tickets retain their category label for historical reference.
Departments
Tickets are also classified by department. BadgerPanel includes the following fixed departments:
| Department | Purpose |
|---|---|
| General | General inquiries and requests |
| Technical | Technical support and server issues |
| Billing | Payment, invoice, and subscription questions |
| Sales | Pre-sales questions and product inquiries |
| Abuse | Abuse reports and policy violations |
Departments are built into the system and are not configurable. They work alongside categories - a ticket has both a category (chosen by the customer) and a department (used for internal routing).
Next Steps
- Tickets - ticket workflow and management
- SLA and Automation - response targets and automated actions