Aide writes the topic it classifies each customer message under back to the ticket in Zendesk, Gorgias or Front, so your views, reports and rules can use it. Choose a tag, a ticket field, or both, per inbox or for the whole connection.
How it behaves
- As a tag: switch on "Write topics as tags" and Aide adds the topic as a tag, with the prefix
you choose (for example
aide-refunds). Works in Zendesk, Gorgias and Front wherever Aide may write tags. - As a ticket field (Zendesk and Gorgias): pick one of your synced ticket fields under "Topic field", such as a "Reason" dropdown or Gorgias's contact reason. A dropdown gets the option you map each topic to, otherwise the option with the same name as the topic. A multi-select gains that option, and a text field gets the topic's name.
- Topics with no option: the mapping table shows, for every topic, which option it gets by name or "Not written" when the dropdown has none. Map it to an option, or leave it: Aide then writes only the tag.
- Your team's value wins: Aide fills the field only while it is empty or still holds the value Aide wrote. Once a teammate or one of your helpdesk's rules changes it, Aide leaves it alone. A new topic replaces Aide's own earlier value.
- One update: in Zendesk the tag and the field land in the same ticket update as the rest of Aide's changes.
- Shadow inboxes: an inbox in shadow writes nothing to your helpdesk; the tag and field writes are listed as skipped in the connection's Activity.
- A field removed from your helpdesk: the settings show it as missing, and Aide writes nothing to it until you pick another field.
- Fields Aide fills itself (collected by Aide or an agent) can't also take the topic, so the picker doesn't offer them.
Also in this change
- Front tickets get topics as tags only: Aide doesn't sync Front's custom fields yet.
For developers
- Channel inbox settings:
topicsWriteBack.field({ fieldId, values: [{ topicId, option }] }ornull) onPATCH /v1/integrations/{id}/inbox-defaultsandPATCH /v1/integrations/{id}/inboxes/{inboxId}/settings, resettable withreset: ["topicsWriteBack.field"]. Refusals:capability_unavailable,unknown_field,field_collected,unknown_topic,unknown_option. GET /v1/integrations/{id}/fieldslists the ticket fields mirrored from a connection, withcollectedandarchived, for the picker.