Tags serve as markers, a way to classify tickets.
It can be used to identify a situation, such as an email sent or a version type where a problem occurred.
In this article, you will see:
Parameters for using tags
In Settings > People > Access Profiles, select the profile you want to enable tag usage for.
In the “Settings” tab, the option “Allow access to the tag registration screen” provides access to the tag registration screen used for ticket tagging. It is recommended that this option be enabled only for administrators.
In the “Tickets” tab, there are two options related to tags, where you can allow the agent to add tags to tickets and allow them to add unregistered tags, i.e., enabling the creation of new tags. Select the options according to your needs.
How to create tags
You can create tags in two ways: through the registration screen or directly from the ticket.
Creating tags through the registration screen
Go to Settings > Classification > Tags and click on the +.
On this screen, just give a name to the tag and click Save. You will then see the list of your created tags on the registration screen.
Creating tags from the ticket
On the ticket screen, there is a “Tags” field. Here, you can add existing tags and, if the profile has permission, create new tags.
The tag created from the ticket will also appear in the list on the tag registration screen.
Usage example: email notification via trigger
In our example, we will create a trigger to send an email when the customer has not responded to the ticket within up to three days.
In this trigger, the action will be to send an email if the ticket has not had a customer response within 72 continuous hours. However, to ensure that the system does not keep sending an automatic email all the time, you can insert a tag as a marker for the ticket.
Thus, the conditions of the trigger will be:
Combined conditions:
If Ticket: Status: Base > Equal to > Stopped
And Ticket: Justify > Equal to > Customer feedback
And Action: Just the last one is... > Unregistered (condition of the trigger) > 72 hours
And Ticket: Tag > different from > notification sent
And the actions of the trigger will be:
Sender: accounts that received the e-mail
Recipient: ticket's client
In this way, when the trigger is activated and the email is sent, the tag “Notification sent” will be added to the ticket. At the same time, due to the trigger condition “Ticket: TAG different from Notification sent”, the customer will not receive more than one email notifying that the ticket is waiting for a response.
That is, the customer will receive the email after three days without response on the ticket, and after that, the ticket will be marked with the notification sent tag. Thus, since the ticket contains the tag, the customer will not receive the email more than once.
You can create other triggers to change the tag later, such as a trigger to change the tag when the customer responds, so it does not interfere with your routine.