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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. Ticket Topics section with the Topic Requirement toggle and a list of topics with colors

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Managing topics

  • Topic Requirement — turn this on to require agents to set a ticket topic when responding to a conversation.
  • Add a topic with + Add, then give it a name and a color.
  • Edit a topic’s name or color inline, or remove it with the trash icon.

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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. Conversation Tags section with a list of tags and their colors

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Managing tags

  • Add a tag with + Add, then give it a name and a color.
  • Edit a tag’s name or color inline, or remove it with the trash icon.
  • Unlike ticket topics, tags have no requirement toggle — applying them is always optional.

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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.