Ticket Tags can be used to help organise tickets in a way that suits your own support process. A Ticket Tag is an agent only tool, therefore cannot be seen by clients. A tag can be one word or a few keywords that can tell any Agent who picks up a ticket a piece of information that could be very relevant to how the Agent responds at that time. For example, you might tag a ticket with "Customer is confused" or "Bug" which should help identify the ticket more expediently.

From the main Settings menu you will find the Ticket Tags icon under Ticket Properties.

Adding Tags

Add Tag will take you to the form where you can add the details of your new Tag.

Here you will add the detail of the new Tag.

Name - Use something sensible that describes what the tag is and try to be self explanatory for it's use.

Internal Note - You can use the Internal Note to give yourself a reminder of the reason the tag was made and again, (again this is not visible to your clients).

Status - The status of a tag can be toggled on for Active or off for Inactive. This will either make the tag available within your system or not.

Alternative way to add Tags

Alternatively, another way to add a tag to a ticket is to open the ticket you are working on and just under the title is an "Add Ticket Tags" field (if the ticket doesn't have any tags yet). A free text field will appear when you Click to Add Ticket Tags allowing you to add a new tag from here. Any existing tags for your ticket will appear here too. Any new Tags added in this way will automatically become a tag option you can use in all future tickets.

Editing Tags

You can edit any of the Tags on a ticket by clicking any of the grey existing tags just under the ticket number and title and either delete them, or edit them. Editing them here will edit them across your system.

Removing any unnecessary tags that are either no longer relevant or potentially out of date is good practice to ensure your Agents are working with the correct information in relation to Tagging.