How do ticket categories work in Kora? Managed list
Updated Oct 21, 2026
Categories live in Settings → Categories as a managed list — no more free-text drift. Renaming a category updates every ticket carrying it; deleting is blocked while tickets use it (merge into another category instead); and "Other" is a system category that can never be removed, so every ticket always lands somewhere. AI structuring picks from this list, and SLA policies plus automation rules can be scoped by category.
Everyday moves
Merge: renaming onto an existing category moves its tickets there and deletes the source.
Counts: each category shows how many tickets use it, so dead categories are obvious.
Public API: unknown categories from integrations are auto-created and tagged with their source.
Common questions
Can I delete a category that has tickets?
No. Deleting is blocked while tickets use it. Rename it onto another category instead, which moves its tickets and removes the source.
What is the Other category?
Other is a system category that can never be removed, so every ticket always has somewhere to land.
Where do categories matter?
AI structuring picks from your list, and SLA policies and automation rules can be scoped by category.