Bryce Chee

Hey James,

Workflow: I need to be able to identify and group users so that I can set up desired triggers and automation actions. Examples would be to allocate priority, group tickets, inform other teams when a ticket related to them comes in without having to have a person re-tag the ticket when it comes in.

We tag tickets with the relevant user tags, I don't want to have to re-evaluate someone I have already spent time understanding.

However, going into each user and updating their details is too slow and inefficient in the current workflow. I'd even argue that it does not feel natural to do so. Hence I've initially requested the ability to Set User Tags as an option within Triggers so that they automatically copy-paste themselves in.

Sales - Existing enterprise customer, Potential sales lead

Support/Community - Bug reporter

Demographic - AEC, Education, Law, etc

^ some of the tags we have.

What we're looking out for is to be able to drill down better into reporting, on which customers want which kinds of features, or experience what kinds of pain.

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Editing user or organizational tags within the ticket:

Technically, yes! However, I am leaning towards having the flexibility of drop-down menus/the usual ticket field options to be able to do so. I do not want the rudimentary 'typing and pray that the tag you want is there' as it requires all agents to have the knowledge of all possible tags, and tags they should/shouldn't be using (referring to legacy tags).

We rely on the way the ticket fields are currently displayed to provide context as to what else we should be tagging.

As a user who has to apply different forms of priority and response times to different customers,

I would like to automate the ability to tag users and organizations from updating ticket tags,

So that I can apply other business rules to those tickets to improve the support experience and performance.

can confirm this too, how do others usually get over this?