Understanding Ticket Types, Tags, and Custom Fields in Unthread

This article provides clarity on the usage of Ticket Types, Tags, and Custom Fields in Unthread, as well as the meaning of "Submitted By" in the Inbox view.

Ticket Types vs. Tags

• Ticket Types: These are used for categorizing conversations and allow for custom attributes to be associated with each type. This involves manual selection via dropdowns or other inputs.
• Tags: These are simpler categorizations that can be applied to conversations and customers. Tags can be set manually or automatically by AI.
• Recommendation: Use Ticket Types if custom attributes are needed; otherwise, Tags are a streamlined option for categorization.

"Submitted By" Definition

• The "Submitted By" field in the Inbox view refers to the initiator of the conversation.
• This can be used to track individual initiators and analyze the topics they frequently address by filtering analytics by submitter and viewing the breakdown by Tags.

Custom Fields vs. Tags in the Customer View

• Custom Fields: These are custom profile attributes that can be set up and viewed when managing a conversation.
• Customer Tags: These are standard categorizations for accounts, useful for custom filtering and reporting.

By understanding these features, you can effectively categorize and analyze conversations and customer interactions in Unthread.