How to Manage Article Tags

Tags are labels that can be attached to articles to enhance categorization and filtering of Knowledge Base articles. The Tags section is available within the Admin Center, where you can perform the following actions:

• Create tags
• Rename or edit tags
• Remove tags from articles
• Delete tags

Tags List

The tags list table displays all tags created within your organization, regardless of whether they are currently associated with articles. You can also view the number of articles linked to each tag directly in the table.

To access knowledge base tags list:

1. Go to the Admin Center.
2. In the Manage section, click Tags.
3. Select Knowledge Base to view tags related to KB articles.

Filtering Articles by Tags

To filter articles associated with a specific tag:

1. Navigate to the tags list page.
2. Click on the article count next to the desired tag.
3. This will open the Knowledge Base (KB) module, displaying all articles associated with that tag.

Creating a Tag

To create a new tag:

1. On the tags list page, click Create Tag.
2. Enter the tag name, then click Create.

Renaming/Editing a Tag

To edit a tag:

1. On the tags list page, select the Edit icon next to the tag you want to modify.
2. Make the necessary changes to the tag, then click Update.

Deleting a Tag

To delete a tag:

1. On the tags page, click the Delete icon next to the tag you want to delete.
2. Confirm the action by clicking Yes, Delete in the dialog box. This will permanently remove the tag from all associated articles.

Removing a Tag from Articles

To remove a tag from articles:

1. On the tags list page, click the Remove (X) icon next to the article count.
2. Confirm the action by clicking Yes, Remove in the dialog box. The tag will be removed from associated articles, and the article count will decrease.

Adding Tags to the KB Articles

Tags can be added to the articles while creating a new article or to the existing articles in the article settings section.

Searching for Articles by Tags

Articles can be searched by tags through filters in the KB module.

1. On the articles page, click Filters.
2. Find the Tags field and select the relevant tag from the dropdown list.
3. Click Apply to view the articles.

To view and manage tags, agents must have Manage tags permission enabled in the Admin module.

To add or remove tags from an article, agents must have Edit tags permission enabled in the Knowledge Base module.

Related Article

1. Working with Tag-Based Articles.