As an agent on the helpdesk, when you are working on tickets, contacts, or accessing articles, characterizing them by adding tags would help track and sort them based on specific issues or requests.


 Tags on Tickets:


  • A tag can be created by an agent and added to a ticket from the ticket properties panel.
  • Click inside the Tags text box and add any number of tags to a ticket.

        


  • Tags can also be added to tickets using automations such as Dispatch’r, Observer, Supervisor and Scenario automations.


  Tags on Contacts:


  •  Please navigate to Contacts bar and you can add a tag to a contact by clicking on the Add tags option under the Details section of the contact page.




Tags on Solution Articles:


  • You can attach tags to your solution articles, which is useful for categorizing articles of a similar kind.
  • You would be able to associate a tag to a new article under the Article Properties.




Tags on Legacy Reports:


  • You will be able to use the tags to filter out data for all your reports by clicking on Filter > 'More'.




  Note: Filtering Reports using Tags is not available on the Sprout plan.


    

  Managing Tags:


  • Navigate to Admin > Agent Productivity > Tags to manage all the tags on the helpdesk, also to delete few or create new ones.
  • To filter out the desired tags from the list, you can make use of the search bar in there.



  • By default, you will get the usage count for every tag, including the number of linked tickets, customers or solution articles. Clicking on the corresponding numbers would take you to the complete list of tagged items.
  • You can rename or edit an existing tag by clicking on the tag name. This change would automatically reflect wherever the tag has been used. Additionally, you can choose to merge two or more tags by giving them the same name.
  •  Further, tags can be sorted based on Usage or Name in Ascending or Descending order.




Note:

  • 'Add Tag' action under the automation rules such as Dispatch'r, Observer, Supervisor and Scenario automation would only add the tag to the ticket and not to the contact (requester of the corresponding ticket).
  • A tag could only be of 32 characters in size. While trying to create one having more than 32 characters, you would be prompted with the message 'Tag cannot be longer than 32 characters'