Increasing tag and app object visibility in the message header

We rely heavily on tags as well, but where we would see the most value is in improving the visibility of objects when appending them to conversations. Our Front setup pulls data from our internal database via API and displays those details on the relevant conversations. We automatically apply these objects based on email context, and in the current version, the expanded list is extremely tedious to scroll through. Enhancing the header layout would be a significant improvement for our workflow.

This is the number one issue raised by our team. Tags are added as we go thru our work flow. The team have started deleting and re-creating Tags just so they can get them in an order where they can see the two most recent ones. This is time consuming and very inefficient.

We use the Tags at every stage in the process and have tags for:-

1. If it’s urgent
2. The year the rental relates to e.g. 2025, 2026, 2027
3. The month the rental relates to e.g Jan, Feb, Mar
4. Discount code if applicable
5. The part of the world the customer is from e.g UK, EU, RoW
6. The member of staff taking the lead
7. If it’s an out of hours pick up
8. If it’s confirmed
9. If it’s a complaint

At the beginning of the process 1, 2 and 3 are important but as you progress the later ones become the focus. Hope this helps.

• How do you currently use the data from tags to make decisions or identify trends?
  • Each dept uses tags according to what they need so in some use cases its to determine revenue and others its to determine urgency
• Do you have different types of tags (e.g. issue type, product area, customer health)? If so, how do you organize and manage these to be most useful for you or your team?
  • I work in 2 separate workspaces who use tags differently. In the logistics one its used to determine where it is in shipment, its urgency and deliverables. In Customer support we have big tags and subtags so things can be tracks from clients, to system errors, payment issues, privacy policy inquires, to needing review by someone senior after the triage person does their part. There is nothing in the inboxes that doesn't have at least 1 tag. Our rules tag every single email that is inbound before someone even sees it then additional ones are added by the person who gets assigned the email if its a round robin or who takes it from the inbox. 

The removal of being able to see all tags is a pain and seems a bit pointless as there’s more than enough space to show all tags. Why say +2 and force me to drill down further when previously I could see and reference all tags easily. 

YES this would be a HUGELY helpful feature for us. There are tags that we need for tracking purposes but are not important for the day-to-day, and other much higher priority tags that my team needs to see for prioritizing their tasks day-to-day.

​@sarah_wilder and ​@Margaret It sounds like both of you are pointing out the same problem with tags today, that there’s not an easy way to manage in what order tags are displayed. It also seems like the “Show in conversation list” setting is not meeting your needs either. Is that an accurate assumption?

Hi Connie,

Is there any way just to show all tags as per my comment above? 

Thanks
Steve

 

​@Stevie Yes, with this release we will also be addressing your feedback!

I’ve gotten the 5th “oops, i didn't see the tag that mean i wasn't supposed to do the thing i did” message this month because of the lack of tag visibility. There’s a tag that supersedes others but because tag are alphabetical in some cases this tag is the 4th or 5th one seen. The other tags are just as important so removing them so the most important one is visible isn't a viable solution.  Show in conversation list doesn't show enough tags either.