On your servers dashboard you can create a category to organize your tickets. Each category have it's own settings and permissions. And if you have premium you can also enable AI assistant for the category and add FAQ's to train the AI in that category.

Steps

• Click on the Create Category button on the sidebar.
• Fill in the category name and description.
• Choose where the tickets should be created and who should have access to the category.
• Click on the Create Category button.

What does the support role do?

Users with the support role can manage tickets in the category. They can close, delete, handle tickets. The also have access to the category support center where they can search for tickets and view transcripts.