Categories
Categories define the subjects available when a player creates a ticket and let the team filter the queue. Manage them under Player Support -> Settings -> Categories.
Category fields
Existing categories and the New category card use the same fields:
| Field | What to enter |
|---|---|
| Name | A ticket topic players can recognize. Select each language tab and enter its translation. |
| Icon | An icon name, such as ti ti-message-circle or ti ti-user-shield. The preview on the left shows the result. An empty field uses the default message icon. |
| Order | An integer from 0 to 65535. Lower numbers appear first. |
| Available to players | Enable this to offer the category when players create a ticket. |
A name is required for every project language. Switching tabs preserves entered translations. Place the most common topics first. If an icon is unavailable, the form displays an error: correct its name or clear the field.
Click Add in a new category or Save in an existing one. Each button saves its own card.
Enabling and changing categories
A disabled category disappears from the new-ticket form but remains in existing tickets and history. Do not repurpose an established category: create a replacement and then disable the old category.
A category cannot be deleted while saved history depends on it. The interface explains why an action is unavailable.
What is the Omnidesk group ID?
This setting is needed when the Omnidesk channel is selected. Expand Assignment in Omnidesk and enter the numeric ID of the group that should receive tickets in this category. This is a ticket handling group in Omnidesk; enter its ID, rather than its name.
Groups are configured under Channels → Groups in the Omnidesk account. If needed, the account administrator can check the ID in the Omnidesk group list. Learn how groups work.
Built-in support does not use this field, so it can remain empty. The section is collapsed by default; any previously configured ID is retained when you change other fields. With Omnidesk, verify the assignment using a real test ticket after configuring the connection.
Verification
- Create categories for every project language.
- Verify their order and icons in the player form.
- Create a ticket in every enabled category.
- Disable a test category and confirm that only the new-ticket form changes.
- With external processing, verify the actual provider mapping.