Ticket topics will allow you to systematize and group messages. You can create several topics for the most frequently recurring issues and if the customer incorrectly named the issue topic - change it to a topic from the list. For example, you can create a topic Sales and all messages about commercial matters will have just such a topic.
From the Administration tab, select Tickets → Topics, and then click .
In the field, type the topic name and click .
The topic you created will be available on the ticket card.
At one courier company, customers very often send messages without a subject or the subject is unrelated to the problem being addressed. Thus, several topics were created, with which customers most often have problems, and the agent, when opening a message, assigns it one of them. This maintains consistency and clarity in correspondence.
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