Possible Query:
Resolution Path:
How can I add tags to my tickets?
There are 3 ways of adding tags to tickets. They are as follows:
a) Admin>Tags section: The admin/agent who has the privilege to manage tags would be able to add a tag by navigating to the Admin>Tags section. Using the "Add Tag" option, the customer can add the tag they want and can link it to a ticket or contact, or solution article. Screenshot for reference:
Also, using the Sorted by option, we can sort the tag by names or usage either in ascending or descending order (highlighted in the above image)
b) Manual addition: An agent can manually add a tag to a ticket inside the ticket details page under the Tags field and the same will be reflected under the Admin>Tags section. Screenshot for reference:
As per the above image, the agent can pick a tag that is already available or create a new tag.
c) Via automation: If the customer wants to add a tag whenever a specific end-user creates a ticket, the same can be achieved by creating a Ticket Creation automation rule under the Admin>Automations section. Adding a sample screenshot for reference:
Each tag has a character limit of 32.
How can I export tags present in my Freshdesk account?
There's no direct way of exporting tags from the UI or via API. However, as a workaround, the customer can create a customer report as in the below screenshot:
Under the Underlying data section, the customer can add the Tag name column and export the data. In this way, they can export the list of tags as well as their usage in tickets.