Topics & Services | Aidkit Docs

Topics and services help you categorize incoming tickets for efficient routing and prioritization.

Topics

Topics represent the type of issue or request a user is submitting. They help your team quickly understand what the ticket is about.

Creating Topics

Navigate to Settings > Topics in your dashboard to manage topics.

Each topic has:

Name: The display name shown to users (e.g., "Bug Report", "Feature Request")
Description: Optional helper text to guide users in selecting the right topic

Example Topics

Name	Description
Bug Report	Something isn't working as expected
Feature Request	Suggest a new feature or improvement
Account & Billing	Questions about your account or payments
General Inquiry	Other questions or feedback

Note

If you have topics configured, users will be required to select one when submitting a ticket.

Services

Services represent the products or features in your application that might be affected by an issue. Users can select one or more affected services when submitting a ticket.

Creating Services

Navigate to Settings > Services in your dashboard to manage services.

Each service has:

Name: The display name (e.g., "Dashboard", "API", "Mobile App")
ID: A unique identifier used in API calls

Example Services

Name
Dashboard
API
Mobile App
Integrations
Reports

Tip

Services are optional and multi-select. Users can select multiple affected services or none at all.

Using Topics and Services Together

Topics and services work together to provide context:

Topic: "Bug Report"
Services: "Dashboard", "Reports"

This tells your team: "There's a bug affecting the Dashboard and Reports features."

Best Practices

Keep topics broad: Too many topics can overwhelm users. Aim for 3-7 options.
Use clear descriptions: Help users understand when to use each topic.
Group related services: If you have many features, consider grouping them logically.
Review regularly: Analyze which topics and services are most used and adjust accordingly.