Topics

TABLE OF CONTENTS

• What is a Topic?
• Create a new Topic
• Assign Topics to a case
• Rename a Topic
• Deactivate a Topic
• Reactivate a Topic

What is a Topic?

Business communications can range from typical support queries to transactions for making a purchase. Topics provide agents with a quick overview of each case. Admins can observe Topic reports to keep track of the most common service requests raised by customers.

Donut.cx has a set of predefined Topics for you to use. You can tag a maximum of five Topics to a case. 

Create a new Topic

To create a new Topic, go to Settings > Manage Topics.

Click on “Add New Topic”.

Enter the name of your new Topic and click on “Add Topic”.

Assign Topics to a case

You can assign a Topic to a case by following the steps below:

1. Open the desired conversation

2. Click on “+ Add Topic”. There are two places where this button is located -

   1. on the top right corner of the conversation window, and

   2. below case status on the case pane

3. Select the desired Topic(s). You can search for Topics by scrolling down or using the search bar

To remove an assigned Topic, click “X” near the respective Topic.

Rename a Topic

To rename an existing Topic, go to Settings > Manage Topics.

Find the desired Topic. Click on “Rename”. 

Enter the new name and click on “Rename” again.

Deactivate a Topic

If you want to disable a Topic from being used, you can deactivate it. To do this,

Go to Settings > Manage Topics

Find the desired Topic. Click on “Deactivate”. A pop-up will appear to confirm deactivation.

Once a Topic is inactive, you cannot use it in new cases, but it will be available in Topic reports.

Reactivate a Topic

Inactive Topics can be reactivated using the following method

Go to Settings > Manage Topics

Find the inactive Topic. Click on “Reactivate”. A pop-up will appear to confirm reactivation. 

Once a Topic is reactivated, its visibility status will be returned to “Active”. You can assign the Topic to new cases without any restrictions.