topic Re: Email Tags or Conversation Folders in Tickets & Conversations

Email Tags or Conversation Folders

ShiftCollab — Mon, 27 Mar 2023 12:50:33 GMT

Hi everyone! Looking for some support in triaging our Conversations Inbox.

Context: We receive a variety of Submission Forms through our Conversations Inbox, and we do not use Tickets. Many of our Submission Forms have different priority/urgency associated (i.e., Wanting a response within the next day, vs wanting a response within the next week). These various urgencies are on the Submission Form, and connected as a Contact Property.

Question: Is there a way to create various folder views based on that Contact Property? Currently, the only options I see are by Conversation and Ticket Property. I'd love to triage our inbox for easy view. Alternatively, is there a way to add different colour coded tags on the emails/forms - for quick visibility too?

Thank you!

Re: Email Tags or Conversation Folders

PamCotton — Mon, 27 Mar 2023 21:29:06 GMT

Hello, @ShiftCollab thank you for posting in our Community!

Currently, this feature is called a "view" in the inbox similar to a folder. This can only filter with specific properties, and can't be filtered via email address and they don't allow drag and drop for you to place emails in there manually.

I hope this information helps.

Pam

Re: Email Tags or Conversation Folders

ShiftCollab — Tue, 28 Mar 2023 12:56:16 GMT

Hi @PamCotton ,

Thanks so much for popping in!

I understand the Folder View method, however it doesn't allow me to customize the view to pull from Contact Properties (it only pulls from conversation or tickets). Hence the search for a workaround, in order to support our team in prioritizing via urgency!

Thank you 🙂