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separator-arrow-iconAdministration & Configuration

How to Manage Tags

Updated on : September 22, 2022

Tags are labels that can be attached to tickets, contacts, and contact groups. Tags are a powerful feature that can be used for categorization, filtering, or automation. In the Admin center, there is a module available to manage tags.

Note: The tagging feature is only available in the Agent Portal. It can be used only by Agents, not by customers.

Options are available to

  • Create a tag
  • Rename a tag
  • Remove a tag

 

Tags List

The table contains a list of all tags of an organization irrespective of the tickets, contacts, and contact groups. Any user can create a tag. All tags created by the user is listed in the admin module. The number of tickets, contacts, and contact groups associated with a  tag can be found on the table.

Tags List
Tags List

 

Renaming/Editing a tag

The edit option is used to change the name of the tag.

Edit Tag Page
Edit Tag Page

Note: The edit tag option allows you to edit the tag’s name in all places, so the tickets, contacts, and contact groups associated with the tag will not be changed.

Deleting a tag

Deleting a tag will completely remove the tag from the associated tickets, contacts, and contact groups.

Delete Tag Dialog
Delete Tag Dialog

Using tags in ticket/contact/contact group module

You can set a tag while creating a ticket.

Tags Field
Tags Field

You can also add a tag using the Details page, after creating a ticket.

Details Page
Details Page

For contacts and contact groups, tags can be set at the creation time or in the edit section.

Searching for a ticket by tags

Basic and advanced search supports can filter a ticket by using tags.

Tags Tab Under the Filter Option
Tags Tab Under the Filter Option
Tags Tab Under the Advance Filter Option
Tags Tab Under the Advance Filter Option

Note:
For accessing the Tags module, an agent must have a role with “Manage Tags” permission enabled.

Manage Tags Permission
Manage Tags Permission

Also, to restrict new tags creation and removal of existing tags from a ticket, you should enable the related permission checkbox in the Tickets module as shown in the following screenshot.

Related Permission
Related Permission

 

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