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Categories are a workspace-wide classification system. Once you define them, Ravenna classifies each new ticket against your list automatically, which is what makes reporting and category-driven routing possible. Time: about 10 minutes.
Categories and forms do different jobs. A form captures the details for one specific kind of request. A category gives every ticket in the workspace a high-level label, whether it came from a form, a Slack message, or an email.

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What categories are used for

  • Assigned to tickets automatically at creation, or by hand at any point
  • Referenced in agent rules as @Category Name, so an agent can classify a request during conversation
  • Trigger workflows through the Category Assigned trigger
  • Filter views so a team sees only the requests it owns
  • Group analytics, so you can see which topics actually drive volume

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How many categories?

Between five and twelve. Automatic classification degrades when categories overlap, and a list nobody can hold in their head is a list nobody reports on. If you find yourself wanting a fifteenth category, it is usually a tag instead.
Learn more about categories and how they differ from tags

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Next

Capture the specific details your team needs for a specific kind of request.

Set up a form

Build a form so every request of a given type arrives complete and actionable.
Last modified on October 5, 2026