The Tag Locker app helps control the use of tags within tickets, limiting agents to a pre-defined set of tags and giving admins more granular control of tags.
Using the app
While working on a ticket, and agent or administrator can view the list of tags available to be added to the ticket in the Available tags field. They can also view any tags that are currently on the ticket in the Current tags field. If enabled in the setting, agents will only be able to see those tags available to their assigned group or groups.
An agent cannot remove admin tags from the ticket which are listed in the Current tags field. These are indicated with a padlock icon.
Note: Tag Locker overrides any rights related to adding tags that are part of a role under Admin > Manage > People > Roles.
To add and remove a tag
- Display the Tag Locker app on the ticket page by clicking the Apps button on the upper-right side of the page.
- In Available Tags, click the green plus icon next to the tag name to add it to the ticket. If an Administrator override has been enabled in the app settings, an admin can also add tags directly into the Tags box, whether or not they are listed as accepted by Tag Locker.
- In Current Tags, click the red X icon in the Current tags box remove a tag.
- Click Submit as... to save your changes.
Tags required to close a ticket
If the settings have been specified to enable required tags to solve, the agent will see a list of tags in the app that are required to solve the ticket. The app will block the agent from solving a ticket before those tags have been added.