[Intum Help](https://intum.com/help.md) / [Helpdesk](https://intum.com/help/helpdesk.md)

# [Categories](https://intum.com/help/helpdesk/categories.md)

## Ticket Categories

Categories allow you to classify [tickets](ticket-management) within a [desk](desk). Customers can select a category when creating a ticket through the [widget](support-widget), which makes it easier to prioritize and route tickets to the right people.

## Usage

- **Classification** — e.g., "Bug," "Question," "Feature Request," "Billing"
- **Automatic assignment** — a category can have a default responsible person or group
- **Prioritization** — categories have a priority that affects display order

## Category Settings

- **Name** — visible to the customer in the widget
- **Code** — internal identifier
- **Color** — color highlighting the category
- **Priority** — display order (higher = higher on the list)
- **Desk** — which desk the category belongs to
- **Responsible person** — default person or group assigned to tickets in this category
- **Help content** — text displayed in the widget when a customer selects this category
- **AI instruction** — guidance for the AI assistant on handling tickets in this category