Increasing tag and app object visibility in the message header

So excited for this one! This will definitely help my team with visibility on the total issue as well as identify old tags we need to remove or delete that are no longer being used. 

This is the one my team has said over and over they want back. the visibility lets them remove tags that shouldn't be there anymore as well as see important things since we have no control over the order of the tags. 

We have two specific categories of tags that are required on all conversations.  One is for the sales region/territory, so we can monitor workload for each of the teams and we use that to make decisions on hiring or moving people to different regions.  The second is a disposition tag, so we can see what the workload is (i.e. was it a PO, an RFQ, or some other traditional CS task), with this we look for opportunities to improve the resolution of repeat requests (what is my password, what is my tracking number).

How do you currently use the data from tags to make decisions or identify trends?
We heavily rely on tags to categorize conversations and extract meaningful metrics and KPIs. For example, we track new business (quotes vs. sold), current customers (scheduling vs. information requests), and other key segments that help us monitor trends and performance. Tags also play a big role in automation, we use them to trigger rules that automatically tag or archive conversations. Additionally, our customer team uses tags as visual flags to identify priority levels, while our leadership team reviews tag data to spot coaching opportunities and internal performance trends.

Do you have different types of tags? How do you organize and manage them?
Yes, we have both company-wide and workspace-specific tags.

• Company-wide tags are standardized across all workspaces and are mainly used for internal purposes such as IT, coaching, and certain workarounds (like our workaround for @mentions).

• Workspace-level tags are used for metrics, KPIs, and automation. Each workspace follows a prefix naming convention to keep tags organized and easily identifiable within their respective areas.

We also use tags extensively. Both customer/enquiry related tags, as well as internal tags to assist staff know which branch and databases the customer relates to. This would help us immensely as the current reduction in tag visibility has not assisted us at all.

Agree the need to balance both practical needs as well as reducing clutter and noise, so I am okay with the collapsable option as a middle ground.  Ideally for each user it would dynamically retain their setting over time (so if they expand then all subsequent conversations clicked into default expand, and if they collapse it reverts all subsequent conversations that they click into to be collapsed)

Another suggestion on managing the visibility of tags, could be to include an option for each Tag to make them “always visible” or “priority”. Some tags are critical and others are nice to have, but want can happen currently is that the order of the tags (and which ones display and which are hidden) is somewhat random or based on when the tag was first added.
This could be improved by allowing the Admins/Users to identify those tags which are most important, so that they always appear first in the collapsed display view

​@anthonyv The behavior you described is exactly how we imagine this feature working. If the user chooses to expand the tags, that preference will be retained across other conversations. 

Regarding tag visibility, we do have the option to “show in conversation list” on each tag, which will prioritize those tags in your conversation list and within the conversation header. Have you used this setting before?

​@conniechen thanks. Yes we use this already - we must just be hitting the current limit in the conversation view which means not all of them display. Glad to know that the preference will be retained across conversations - sounds like a winner

This is great to hear. What is the timeline for this feature to go live?

We use tags extensively and it has been a productivity hit to have to click to see the tags. It’s also lead to the team missing things while scrolling through the inbox. 

• How do you currently use the data from tags to make decisions or identify trends? » We have a more collaborative work approach and many times tasks may require more than one person. Because of that we don’t use the assign feature within Front. Instead each team member has a tag (some more than one) and we have action tags. Some tags are manually applied while others are added by rules. We also use task for lifecycle and process management. 
• 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?» Yes. We have a library of tasks. We have an internal communication guide that explains the use. Depending on role/tasks team members set up pinned tasks and views. 

​@Kim P we’ll start to roll these features out in the next month. Expect to see the option to opt-in in the coming weeks. Thanks for the feedback!

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.