Reasons taxonomy

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Reasons are a flat taxonomy (helpwp_reason) attached to tickets only. Use them to categorize why a ticket was opened: bug report, billing question, feature request, general question, and so on.

Where they live in the admin

The Reasons taxonomy editor sits under HelpWP -> Reasons. The screen is the standard WordPress taxonomy editor: each reason has a name, slug, and optional description. There is no hierarchy.

Adding reasons

1. Go to HelpWP -> Reasons.
2. Type a name (e.g. Bug, Billing, Feature request).
3. Click Add New Reason.

The reason appears immediately in the new-ticket form, in the admin ticket list filter, and in the ticket edit screen meta box.

Picking a reason on a ticket

• Front-end: the new-ticket form has a Reason select. The list is empty if no reasons exist – clients are not forced to pick one.
• Admin: the ticket edit screen has a Reason field in the meta box, so an agent can re-categorize a ticket if the client picked the wrong one.

Filtering by reason

• The admin ticket list has a Reason filter dropdown above the table.
• The REST endpoint GET /wp-json/helpwp/v1/tickets/?reason=billing filters by reason slug.
• The GET /wp-json/helpwp/v1/tickets/reasons/ endpoint returns the full list for use in custom UIs.

Reasons vs Products vs Topics

It is easy to confuse the three taxonomies. Quick guide:

Taxonomy	Slug	Attached to	Purpose
Topics	helpwp_topic	Docs	Sections of the knowledge base.
Products	helpwp_product	Docs + Tickets	Which product the content is about.
Reasons	helpwp_reason	Tickets	Why the ticket was opened (category).

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