Your help buttons, in your words

When a student opens the help flow, they pick one button first. Until now those buttons were ours: five of them, with our wording, the same at every university.

That was never right. "I feel overwhelmed" is a good first door, and it is not what every institution calls it. Universities also have doors we do not ship, and a first-year cohort with a large international intake needs a visa and enrolment button far more than it needs some of ours.

What changed

• Rename any category. Each one carries two sets of words: what the student sees, and what your team sees in the inbox and in any mirrored ticket. Change either and it changes everywhere, including on requests students have already sent.
• Add your own. Visa and enrolment, housing, placement, student parents: whatever your teams are actually organised around. A new category becomes a button as soon as you publish a help route behind it.
• Put them in the order you want. The list in the console is the order students see, top to bottom, and you drag a row by its grip to move it, the same way you reorder a weekly briefing. A category you add lands at the bottom rather than jumping in front of "I want to talk to someone".
• Retire one you do not staff. The door comes off the student screen and the content behind it is archived. Past requests keep their category and their wording, so nothing in your inbox or your reporting goes blank, and you can restore it later.
• Your categories flow through the rest of the product. The help inbox, a student's profile, their own list of past requests, the helpdesk mirror routing screen and the emails your responders get all use your wording now. The writing assistant is told your categories too, so it drafts routes behind the doors you actually have.

Manage them under Student resources → Help. Categories and routes used to be two stacked lists, which made you read the same five things twice and work out which route belonged to which button; they are now one row per door, carrying both. It needs the author-content permission, and every change is recorded in the activity log.

What did not change

Nothing you had moves. Every institution starts with the same five categories, already named and already wired to whatever routes and helpdesk queues you had set. If you change nothing, nothing changes.

Crisis still ignores categories entirely. A request flagged as a crisis signal routes to your crisis responders and your crisis queue whatever button the student pressed. That rule lives in the database, not the app, so adding or retiring a category cannot reach it.

The five that ship cannot be deleted, only renamed or retired, and a category any student has ever chosen cannot be deleted either. A category is what a past request calls itself, and that has to keep working long after a door closes.

See Help categories for the details.