Tags

With tags, tickets can be categorized and marked.

How to Tag

All agents can tag tickets. You can find further information about tagging of tickets on our user documentation. If you don’t want your agents to create new tags, disable the creation of new tags by setting the toggle to inactive.

Tag-Overviews

You can find tickets based on their tags in different ways:

By providing an appropriate overview

Create a new overview and select “Tag contains …” as condition. You can find further information in Overviews.

By a search-query

Enter e.g.: tags:americano in the search and you will get all tickets that have been tagged accordingly.

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By clicking on the tag in the tag management

In the tag management you can find an overview of existing tags used in the system (and a counter how often they are used):

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For more information about the individual tags, just click on the blue counter. This creates a search for this tag. Select one of the tickets that appears below the search box or get a complete overview of all tickets by clicking on “Show Search Details”