Creating and Deleting Tags
You may want to add tags to different types of submitted tickets. Administrators can create Tags only for tickets. Begin by clicking on Administration > Tags in the left-side navigation.
You will see the New Tag field at the top. Enter the name of the tag, then click the + button to add the Tag. You can edit the name of the tag and delete the tag using the icons to the right of each tag.
Adding Tags Within a Ticket
It is simple to add and remove tags while working on a ticket. Under the Info panel in the top right-hand corner of the Ticket, click Tags. Next, add any additional tags from the default list and remove existing ones.
You can also create a new tag when working a ticket by typing out the new tag name and selecting Create. This will make the new tag and add it to the ticket.
Tags will be displayed in the mobile app under Ticket > Info. However, the app can only view them; you must add them on the web version.
Creating Rule for Tags
Use the Rules Engine to add tags to tickets automatically. In the left navigation, select Administration > Rules to create a rule to add or remove a tag to a ticket. Click on the + Create New Rule button, name the rule, and add a filter for the ticket. Next, add the action for the tag (add or remove).
Filtering and Columns
On any Ticket view, you can filter the view by tags. Click on the filter button in the top right corner and search for the filter Tag in the pop-up window. Select which tag you would like to filter by.
You can also add a Tags column to see the tag(s) added to a ticket. You can view and/or export, which helps evaluate tickets with related tags.
You can also sort by tag name alphabetically, ascending, or descending. Please note that if a ticket has multiple tags, it will be sorted based on the first tag that was added to the ticket.
To export, go to the More icon > Export > Columns tab > Export button.
The tags will appear in a list divided by commas.
In the More menu, navigate to Export and then select the Columns tab. Here, you can choose "Tag Name" in the Sort Order to sort the items by their tag names. Please note that if a ticket has multiple tags, it will be sorted based on the first tag that was added to the ticket.
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Hannah Bailey - Director, Customer Engagement