Support Setup

Support Setup is opened from Support > Setup > Configuration. It contains tabs for Categories, Priorities, and SLA Policies.

Workspace Reference

Tab	Main Action	Purpose
Categories	Use Add Category.	Groups tickets by issue type and supports routing and reporting.
Priorities	Use Add Priority.	Defines urgency, severity rank, display color, and default response or resolution expectations.
SLA Policies	Use Add SLA Policy.	Connects priority and category context to first response, next response, resolution, and escalation targets.

Categories

Categories group tickets by issue type. The table shows code, category name, description, parent category, sort order, and active status.

Use Add Category to create a category.

Important fields:

• Category Name is the user-facing label selected on tickets.
• Description explains when the category should be used.
• Parent Category creates a hierarchy for sub-categories.
• Default Assigned Team is available for top-level categories and helps route tickets.
• Sort Order controls display order.

Use parent categories carefully. Too many nested categories slow down ticket capture.

Priorities

Priorities define severity and default timing expectations. The table shows code, priority name, severity rank, color, default response time, default resolution time, and active status.

Use Add Priority to create a priority.

Important fields:

• Priority Name is the user-facing priority label.
• Severity Rank controls relative urgency. Rank 1 is highest.
• Color Hex controls the visual color shown on tickets.
• Default Response Time is the expected first response time in minutes.
• Default Resolution Time is the expected resolution time in minutes.

Keep priority definitions clear. Users should not need to guess the difference between two similar priorities.

SLA Policies

SLA policies combine category, priority, and time expectations. The table shows policy name, priority, category, first response time, resolution time, business-hours flag, and active status.

Use Add SLA Policy to create a policy.

Important fields:

• Policy Name identifies the support promise.
• Category optionally scopes the policy to a ticket category.
• Priority is required and determines which priority the policy applies to.
• First Response Time is the first-reply target in minutes.
• Next Response Time appears after first response time is set and controls ongoing response expectations.
• Resolution Time is the target time to resolve the ticket.
• Escalation After appears when next response is configured and defines when escalation should happen.
• Business Hours Only means timers should follow support working hours rather than calendar time.

Setup Checklist

Before users start handling tickets:

• Confirm category names match how users describe issues.
• Confirm priority levels are easy to distinguish.
• Confirm high-priority response and resolution times are realistic.
• Confirm SLA policies exist for the most important category and priority combinations.
• Confirm the support team understands when to use public, internal, and resolution comments.
• Test one ticket from creation through assignment, status changes, comments, and satisfaction capture.