You can add tags to tickets to organize and manage your support workflows. Here we'll talk about setting up and working with tags.
Go to Manage > Tags to open up the tag manager. Here's what you can do there:
- Create new tags
- Edit tag name
- Change tag color
- Merge multiple tags into one
- Search for tickets by tag(s)
- Delete tags
- Sort tags
There are two sets of tags: Ticket Tags and Community Tags (Knowledge Base tags are shown here, too). They are not related. Even if your ticket and community/KB tags have identical names, editing/merging/deleting one tag will not affect the other. This is because ticket tags are strictly internal and would never be shown to your customers, while tags for community and knowledge base can be public or internal depending on your user portal settings. If you're interested in working with community/kb tags, check this article instead: Manage community and knowledge base tags
Create new tags
Click + to add a new tag. Give it a name, select a desired color and click save.
Add tags to tickets
It's not necessary to head to the tags management page every time you want to create a tag. You can easily create them when creating or updating a ticket.
If a ticket doesn't have any tags, you can add them by clicking on the Tags link.
You can type one or multiple tags separated by commas or select them from suggested list.
Click Submit to save your changes.
Edit tag name or change its color
To edit a tag:
- Select a tag.
- Click on the Edit button.
- Change tag name or color.
- Click Save.
You can only edit one tag at a time.
- Click on tags that you wish to merge.
- Click on the Merge button.
- Type a desired name and color of the resulting merged tag.
As a result of the merge, all tickets/topics that had at least one of the selected tags will be assigned a new tag name and color.
Search for tickets by tag(s)
- Select one or multiple tags.
- Click Search by Tags (bulleted list) button.
- You'll see a clickable list of tickets that have at least one of the selected tags (OR logic).
Note. You can also search tickets by tags in the Tickets page in the admin panel by typing tag:nameofmytag in the search field. See Helprace search guide for more information.
You can also click on a tag when viewing a ticket. This will open a list of tickets that have that tag.
- Select tags you wish to delete
- Click Delete button.
Please note that deleted tags will be removed from all tickets they were assigned to. This action is irreversible.
Tags are sorted by usage by default. Tags that are assigned to most number of tickets/topics are shown at the beginning. Click on the sorting option on the right to sort by name or change the order of sorting.