How to Create and Manage Support Topics
Set up the topics support tickets get filed under, and how tickets on each one get assigned.
Before you start
The Manage Support Settings right.
Steps
- Go to Settings → Support → Topics.
- Click Add Topic.
- Fill in:
- Title — required, up to 100 characters.
- Assignment Strategy — Round Robin, Manual Pickup, Admin Assigns, or Auto Assignment.
- Default Priority — Low, Medium, High, or Critical.
- Assign to own org — toggle on to route this topic's tickets within your own organization (then optionally pick a Department), or off to route it to a topic on your parent organization instead (pick a Parent Org Topic) — only relevant if your organization has a parent.
- Sort Order — controls display order.
- Click Create Topic.
To edit or remove a topic
Click the pencil icon to edit, or the trash icon to delete. Inactive topics show a dimmed row with an "Inactive" chip rather than disappearing outright.
