×

Ticket Tags

 
Ticket tags allow labels or data to be associated with specific tickets in the help desk for the purpose of ease of ticket identification or to provide other information.  Tickets can be filtered based on ticket tag values.  Ticket tag values are displayed in the ticket list on the ticket cards.  Ticket tags are a method for used for classifying tickets in the customer service help desk and ticket system.  Sample ticket tag values are displayed on the screenshot below and will vary by help desk instance and industry.  There are two ways to associate ticket tags with a ticket.  Ticket tags can be assigned when an agent creates or edits a ticket.  They may also be assigned from the ticket header while a ticket is being viewed. An example of when ticket tags may be useful is in the case of "billable" work performed, or in the separate case where a ticket contains information that should be documented.  By creating "billable" and "documentation" tags and then assigning them to tickets when appropriate, tickets can then be filtered on if they have a "billable" tag for the purpose of generating invoices at the end of the month, or can be filtered on "documentation" tag by the content creator team when updates are being made to the appropriate documentation. Ticket tags easily allow tickets to be tagged for future identification and filtering.
 
For more information about applying ticket tags to specific tickets, please refer to the section Ticket Tags. The image below demonstrates the visibility of ticket tags "code release" and "documentation" assigned to tickets and displayed in the ticket list:
 
 
 
Not all features and options may be available depending on the subscription level.
 
 
Ticket Tags
1

Require on Submit

1. Require on Submit
Determines if this field requires a value in order for the help desk ticket to be opened or submitted.
2

Require on Close

2. Require on Close
Determines if this field requires a value in order for the help desk ticket to be closed.
3

Staff Label

3. Staff Label
The field label that is displayed to Agents and Staff members in the help desk and ticket system for this field in the ticket system.
4

Consumer Visibility

4. Consumer Visibility
Is this field visible to the consumer users when entering tickets in the help desk.
5

User Can Edit

5. User Can Edit
Can the consumer user set the value for this field when entering a ticket in the help desk.
6

Require on Submit

6. Require on Submit
Determines if this field is required to have a value in order to create or submit a new ticket in the help desk.
7

Consumer User Label

7. Consumer User Label
The field label that is displayed to consumer users for this field in the ticket system.
8

Tag Value

8. Tag Value
Value of tags that can be selected and assigned to a ticket.
9

Add New Tag Value

9. Add New Tag Value
Add new assignable tag value in the ticket system.
10

Save Changes

10. Save Changes
Save the changes to the field settings.
11

Cancel Changes

11. Cancel Changes
Cancel the changes to the field settings and revert to previous settings.