Tags in tickets

You can add tags to tickets to organize and manage your support workflows. Here we'll talk about setting up and working with tags.

Point to the   Wrench and select Tags. You can:

• 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/knowledge base tags have identical names, editing/merging/deleting one tag type 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 icon.

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:

1. Select a tag.
2. Click on the Edit button.
3. Change tag name or color.
4. Click Save.

You can only edit one tag at a time.

Merge tags

1. Click on tags that you wish to merge.
2. Click on the Merge button.
3. 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)

1. Select one or multiple tags.
2. Click the Bulleted List button.
3. 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:tagname 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.

Delete tags

1. Select tags you wish to delete
2. Click Delete button.

Please note that deleted tags will be removed from all tickets they were assigned to. This action is irreversible.

Sorting

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.