What best practices/workarounds are out there for enforcing ticket tagging in Intercom before close? I saw the topic on 'Topics' but we are highly ingrained in Conversation Tags and need to require them before a conversation can be closed. It appears in Inbox rules that conversation tags aren't an option, only person or company tags which is not helpful for this problem.
What best practices/workarounds are out there for enforcing ticket tagging in Intercom before close?
- Employee
- 102 replies
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7 October 2022
Hey @tiffany t ! Oséas here from the Customer Support Specialist team 🕵️
At the moment, there is no way to define tags as required in order to close a conversation, I'm afraid. But you do can tag a conversation with an inbox rule depending on the conditions you choose 👇
Also, we have a special data attribute called "Conversation data" that you can make it mandatory in order to close conversations. You can set it up under your Conversation Data Settings 👇
However, I can definitely see how useful having the option to make conversation tags required would be. I will pass this along to our @Product Wishlist so our Product Team is aware you'd like to see this in the future.
A
@tiffany t @oseas Another way to standardize tagging is to add the tags to your Saved Replies/Macros so if you have some for processing earlier messages and ending the conversation maybe standardizing something there could be helpful as well.
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