About tags

Have more questions? Submit a request

36 Comments

  • Marrit
    Comment actions Permalink

    Hello,

    I'm looking into non-automated ways to add tags to tickets.

    Why non-automated? Because people could reply on e-mails that we sent, with certain text in it. If I create a trigger to add a tag, because we think people write us about that subject, tickets get also tagged, if the text contains us writing about it and the user replying on that email with a total different question.

    Is there a possibility - or maybe an add-on - that prompts every ticket with the question to add certain tags?

    For us it would work this way: you are prompted to choose the main subject/category of that ticket to be added in. So for example different product groups, of different features of your product.

    0
  • Heather Rommel
    Comment actions Permalink

    Hi Marrit ,

    From what you're describing, it sounds like you have Tags being added automatically to your ticket. Is that correct? We had an issue with that too and turned the auto-tagging off....

    0
  • Andrew J
    Comment actions Permalink

    Hello Matt, if you turn off auto-tagging as Heather mentions, it will stop unexpected tags turning up.

    If you still want to add tags, an agent can add them manually, they will also be added if you use a custom dropdown field set up for this.  You can also use Macros to add tags for certain responses.

    And, although you say, non-automated, you can use triggers and automations (business rules) to add tags it required for specific situations you require - this can include responses only from an agent, only from the end user etc.

    Hope this helps :)

    0
  • Marrit
    Comment actions Permalink

    Hello, I am not planning to turn of auto tagging. It's also a nice way for some of the tagging we use.

    What I mean to say is, that if we trigger on the text that a user sents, their email could be a reply to one of our marketing emails, and it will be sent in the body of the email of the user as well. It's not an email one of our agents wrote (I know how to filter on agent reply or requester reply).

    There are just some tags, that you wish to add to every ticket, but it needs the mind of a human to choose what those are. The thing I love to tackle: the fact that when you're working a ticket, you forget to manually add a tag > not all tickets will have the appropriate tag > the data reporting is not complete.

    Therefore, it would be great, before/at the moment of submitting a ticket as pending/solved etc, you will get a pop-up reminder/screen where you can choose between 'x' amount of tags that always should be added to a ticket.

    Does that make (more) sense?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Marrit,

    I appreciate the detailed explanation! I'd say Andrew and Heather are on the right track here. The product can't do exactly what you're looking for and I wasn't able to find a 3rd party integration that could accomplish this as well.

    The closest you could get would be to have your agents apply macros to a ticket so those tags get added. This would at least remove any human error since agents don't have to manually enter these tags.

    Perhaps others will be able to offer up an alternative solution for you.

    Cheers!

    0
  • Gasper Jubani
    Comment actions Permalink

    Hey Marrit, the Tags field can not be set as a mandatory field, therefore your agents will not be forced to enter a value there. We overcame a similar issue to yours by creating a mandatory custom field, named it 'Reason' and added a drop-down list of all possible reasons. In this case the agents are forced to enter a reason for each ticket when they are about to solve it. In your case you might want to do something similar, create a mandatory custom field i.e. 'Tags2' and use this to add your needed extra tags.

    0

Please sign in to leave a comment.

Powered by Zendesk