How to Manage Tags

Tags are labels that can be attached to tickets, message, contacts, contact groups and activities. 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.

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

Renaming/Editing a tag

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

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

Deleting a tag

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

Using tags in ticket/contact/contact group module

• You can set a tag while creating a ticket.

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

• 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.

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