Flow tags are fields shown in the customer-facing submission flow (B2C) or partner portal (B2B). They help you collect structured information directly from the submitter.
What flow tags are used for
Use flow tags when you want the customer/partner to provide structured inputs such as:
Issue category
Damage type
Preferred resolution
Return reason
Photos/documents (if supported via the flow)
Other structured answers that drive routing or automation
Flow tags are designed to power:
The intake experience
Automation / routing
Cleaner data for analytics
Who can see flow tags?
The submitter sees them while filling the form/portal flow.
Your internal team can see the submitted values on the ticket.
How to set up flow tags
Go to Data source
Open Tags
Choose Flow tags
Add the fields that should appear in the submission flow
Tip: Only ask for what you’ll actually use—every extra question reduces completion rate.
How flow tags are used in the ticket process
A customer/partner submits a ticket and fills the flow tags
Those values appear on the created ticket
Your team can use them for:
triage
automation rules
reporting
Best practices
Use flow tags for questions the submitter can answer reliably.
Keep the list short and focused.
Prefer select/multi-select over free text for analytics consistency.
If you need internal-only fields (like cost or internal outcome), use Internal tags instead.
Troubleshooting
Customers don’t see a tag in the flow: Check whether it’s configured as a Flow tag (not Internal tag) and whether the flow step/rules include it.
Too many options confuse submitters: Reduce options or split into conditional steps if your setup supports it.