We really need to track for each customer the edition/version of our product that they use, when their SLA is up (to determine their support status), etc. Our preference would be to have custom fields to track this info at the customer level. I understand from other questions that this feature may be under development, but no more info is available.
In the meantime, is there any way to have a new ticket inherit the tags from the contact record? I can;t see how to do it in the automations, but maybe there is a way I am not seeing?
This would be a workaround to being able to set up custom fields for contacts and/or customers.
Custom fields are indeed under development, Ann.
In contacts, we do not explicitly have tags. But we do have a description field which you can use in the meantime to record specific tags. We can try to get that to display in tickets through webhooks. I can ask someone from support to get in touch with you if you think this would make sense. Let me know.