Open Categories Settings →
Categories
Labels for organizing cases, customers, and devices. Categories apply across all three entity types, and routing rules can combine them for smart assignment.
Entity Types
| Entity | Where assigned | Examples | Why |
|---|
| Case | Case detail panel (or auto by AI) | “Bug Report”, “Spam” | Triage, auto-resolve, routing |
| Customer | Customer detail page | ”Enterprise”, “SMB” | Tag once — all future cases route by tier |
| Device | Device detail page | ”Production”, “Legacy” | Route by hardware type |
Settings
- AI enabled — AI auto-classifies incoming cases into this category
- Auto-resolve — cases in this category are immediately resolved and skip Slack notifications. Requires AI enabled.
- Color — visual indicator in the dashboard
Routing Rules
Auto-assign cases to a team member based on category conditions.
Each rule matches on up to three conditions (AND logic — all must match):
| Condition | What it checks |
|---|
| Case category | The case has this category |
| Customer category | The case’s customer has this category |
| Device category | The case’s device has this category |
Example
Categories:
- “Critical” (case) — AI-enabled
- “Enterprise” (customer) — manually assigned to key accounts
Rules (in priority order):
- Case = “Critical” + Customer = “Enterprise” → @senior-support
- Case = “Critical” → @support-team
Enterprise critical issues match rule 1. Other critical cases fall through to rule 2.
Flow
- AI categorizes the case
- Auto-resolve fires if the category has it enabled
- Routing rules evaluate in priority order
- First match assigns the case
Manually assigned cases are not overridden.
The dashboard warns when a broad rule shadows a more specific one. Reorder so specific rules have higher priority.
Handling Spam / Irrelevant Messages
Create a category (e.g., “Marketing”), enable AI enabled and Auto-resolve. Matching cases are immediately closed and won’t notify your team.
