Creating Support Categories
Support categories in PrepBase help organize incoming support tickets, define priority levels, and automatically notify the right users or teams. These categories are managed through the Lists module and are essential for building a structured, efficient support workflow.
In PrepBase, support categories are created and maintained using Default Lists and Project Lists.
1. Where to Manage Support Categories
Navigate to:
Support → Lists
This opens the Lists management screen, where all support categories are created, edited, enabled/disabled, and deleted.
2. Lists Module Overview
The Lists screen is divided into two tabs:
Default List
Project Lists
Both are used as support categories, but serve different organizational purposes.
3. Default List (Global Support Categories)
The Default List tab is used to create global support categories that are available across the entire platform.
Default List Table Columns
| Column | Description |
|---|---|
| Name | Support category name (e.g., Change Accommodation). |
| Priority | Priority level: Low, Medium, or High. |
| Notify To | Users who will be notified when tickets are created under this category. |
| Created On | Date the category was created. |
| Status | Active / Inactive toggle. |
| Actions | Edit or Delete options. |
Creating a New Default Support Category
Steps
Open the Default List tab
Click the ➕ Add button
Enter the Name of the support category
Select a Priority
Low
Medium
High
Choose Notify To users (admins or sub-admins)
(Optional) Add an Email
Click Add New to include external email recipients
Click Save
The category is immediately available for use in Support tickets.
Editing a Default Support Category
Steps:
Click the three-dot menu next to a category
Select Edit
Update:
Name
Priority
Notify To users
Email (Optional)
Click Save
Changes apply instantly to future tickets.
Deleting a Default Support Category
Open the three-dot menu
Click Delete
Confirm the action
⚠️ Deleting a category permanently removes it and may affect ticket categorization.
4. Project Lists (Project-Specific Support Categories)
The Project Lists tab is used to create support categories limited to specific projects or workflows.
Project Lists Table Columns
| Column | Description |
|---|---|
| Name | Project-specific support category name. |
| Priority | Low, Medium, or High. |
| Notify To | Assigned user for notifications. |
| Created On | Creation date. |
| Status | Active / Inactive toggle. |
| Actions | Edit or Delete options. |
Creating a Project-Specific Support Category
Steps
Switch to the Project Lists tab
Click ➕ Add
Enter the Category Name
Select Priority
Choose Notify To user(s)
(Optional) Add an Email
Click Save
This category will be available only in the relevant project context.
Editing a Project-Specific Support Category
Steps:
Click the three-dot menu next to a category
Select Edit
Update:
Name
Priority
Notify To users
Email (Optional)
Click Save
Changes apply instantly to future tickets.
Deleting a Project-Specific Support Category
Open the three-dot menu
Click Delete
Confirm the action
⚠️ Deleting a category permanently removes it and may affect ticket categorization.
5. Priority Levels Explained
Priority determines urgency and handling order of support tickets.
-
High – Urgent issues requiring immediate attention
-
Medium – Standard operational issues
-
Low – Informational or non-urgent requests
Admins should assign priority carefully to maintain SLA discipline.
6. Notification Behavior (Notify To & Email)
When a ticket is created using a support category:
-
Users selected in Notify To receive in-app notifications
-
Optional Email recipients receive email alerts
-
Multiple users/emails can be notified per category
This ensures tickets reach the right people automatically.
7. Filtering & Searching Support Categories
Available Controls
Search Bar
Search categories by name
Priority Filter
Filter by Low / Medium / High
Apply / Reset
Quickly adjust list visibility
Filters work independently in Default List and Project Lists tabs.
8. Enabling or Disabling a Support Category
Each category includes a Status toggle:
Enabled – Category is available for ticket creation
Disabled – Category is hidden and cannot be selected
This is useful for:
Temporarily retiring categories
Seasonal or project-based workflows