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Topics and tags are how your team keeps the inbox organized. You manage both in Settings → Inbox, each in its own section.

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Ticket Topics

Manage topics for your chatroom
Ticket Topics are the categories your team uses to describe what a ticket is about.

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Why they matter

Topics turn a pile of individual tickets into something you can make sense of. When every ticket is categorized, you can see what your customers are actually contacting you about — which questions come up most, which issues are growing, and where your team is spending its time. That makes it easier to prioritize, staff, and improve the parts of your product or service that generate the most tickets.

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Conversation Tags

Manage tags for conversations
Conversation Tags are labels your team applies to conversations to organize and find them.

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Why they matter

Tags give you a flexible way to group conversations that belong together, even when they don’t fit a single ticket category. Your team can use them to mark conversations for follow-up, flag noteworthy cases, or filter the inbox down to exactly the conversations they care about — keeping a high-volume inbox navigable instead of overwhelming.