Reasons

🔍

Reasons categorize why a ticket was opened: bug report, billing question, feature request, general question, and so on. They apply to tickets only, and they are a flat list – no nesting.

Adding reasons

1. Go to NiroHelp → Reasons.
2. Type a name – Bug, Billing, Feature request.
3. Click Add New Reason.

Each reason has a name, a slug and an optional description. It appears immediately on the new-ticket form and in the Reasons box on the ticket editor.

Picking a reason on a ticket

• Front end: the form shows a dropdown. Its default label is “Topic”, not “Reason” – rename it under Settings → Tickets → Form fields if that is confusing. The field is optional by default, so clients are not forced to choose, and you can switch it off entirely.

• Admin: the ticket editor has a Reasons box, so an agent can recategorize a ticket the client filed under the wrong one.

Filtering by reason

Not with a dropdown above the ticket list – NiroHelp does not add one. Use the reason links, or the search box.

Reasons, Products and Topics

It is easy to confuse the three. Quick guide:

Name	Applies to	Purpose
Topics	Docs	The chapters of your knowledge base.
Products	Docs + Tickets	Which product the content is about.
Reasons	Tickets	Why the ticket was opened.

You can use all three at once. None of them are required.