{"id":22,"date":"2026-09-09T04:25:36","date_gmt":"2026-09-09T04:25:36","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/22\/reasons\/"},"modified":"2026-09-16T16:40:45","modified_gmt":"2026-09-16T10:40:45","slug":"reasons","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/ticket-management\/reasons\/","title":{"rendered":"Reasons"},"content":{"rendered":"\n

Reasons categorize why<\/em> 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.<\/p>\n\n\n\n

Adding reasons<\/h2>\n\n\n\n
    \n
  1. Go to NiroHelp \u2192 Reasons<\/strong>.<\/li>\n\n\n\n
  2. Type a name – Bug<\/em>, Billing<\/em>, Feature request<\/em>.<\/li>\n\n\n\n
  3. Click Add New Reason<\/strong>.<\/li>\n<\/ol>\n\n\n\n
    \"\"<\/figure>\n\n\n\n

    Each reason has a name, a slug and an optional description. It appears immediately on the new-ticket form and in the Reasons<\/strong> box on the ticket editor.<\/p>\n\n\n\n

    Picking a reason on a ticket<\/h2>\n\n\n\n
      \n
    • Front end:<\/strong> the form shows a dropdown. Its default label is “Topic”<\/strong>, not “Reason” – rename it under Settings \u2192 Tickets \u2192 Form fields<\/strong> if that is confusing. The field is optional by default, so clients are not forced to choose, and you can switch it off entirely.<\/li>\n<\/ul>\n\n\n\n
      \"\"<\/figure>\n\n\n\n
        \n
      • Admin:<\/strong> the ticket editor has a Reasons<\/strong> box, so an agent can recategorize a ticket the client filed under the wrong one.<\/li>\n<\/ul>\n\n\n\n

        Filtering by reason<\/h2>\n\n\n\n

        Not with a dropdown above the ticket list<\/strong> – NiroHelp does not add one. Use the reason links, or the search box.<\/p>\n\n\n\n

        Reasons, Products and Topics<\/h2>\n\n\n\n

        It is easy to confuse the three. Quick guide:<\/p>\n\n\n\n

        Name<\/th>Applies to<\/th>Purpose<\/th><\/tr><\/thead>
        Topics<\/strong><\/td>Docs<\/td>The chapters of your knowledge base.<\/td><\/tr>
        Products<\/strong><\/td>Docs + Tickets<\/td>Which product the content is about.<\/td><\/tr>
        Reasons<\/strong><\/td>Tickets<\/td>Why the ticket was opened.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

        You can use all three at once. None of them are required.<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"nirohelp_product":[],"nirohelp_topic":[5],"class_list":["post-22","nirohelp_doc","type-nirohelp_doc","status-publish","hentry","nirohelp_topic-ticket-management"],"_links":{"self":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc\/22","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc"}],"about":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/types\/nirohelp_doc"}],"author":[{"embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/media?parent=22"}],"wp:term":[{"taxonomy":"nirohelp_product","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_product?post=22"},{"taxonomy":"nirohelp_topic","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_topic?post=22"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}