Untagging Option

​@Ron Hill  it would be great to have a remove tag feature in the outbound messaging for sure.  There is a way to remove tags via Workflow or Series but I wonder if it would make more sense to use Tracker Tickets instead for this use case.

This would give you the ability to track everyone who is waiting and needs to be notified then sends a message to them when the Ticket is completed and services are back online and they can see that work is in progress while they wait .

Hope this helps

Interesting, I’ll toy with this idea to see if that will work for us. That would eliminate the tagging altogether. Newb here with Intercom, but studying when time permits. Thanks for this option, I’ll explore it.  

Would there be a way to associate incoming messages to the tracker ticket, based on the Ticket type of incoming message it is?  

Right now we have this workflow:  

To use the method you describe, we would need to be able to invoke a rule that instead of tagging, says if the partner site is Walmart Mesquite in the newly created ticket, associate it with the tracker ticket. That way when the tracker ticket is answered as “we’ve resumed service” the tracked tickets get the same message.  I hope that makes sense.