Managing Automatic Tagging

3 Comments

  • Heather Rommel
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    Hi Britton! 

    Go to Admin -> Settings -> Tickets

    Scroll down to tags and uncheck the "enable automatic ticket tagging" option there. This will turn off automatic tagging.  We did the same thing for the same reason!

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  • Britton Walker
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    I've seen that, and we might have to resort to that option. I'd prefer the ability to leave automatic tagging enabled and have the ability to manage the tags. If that isn't an option, I'll probably just have to build triggers to add tickets if the comment contains specific strings of text.

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  • Heather Rommel
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    It still adds tags if you keep the first checkmark to enable tags on tickets.  They are added/changed based on triggers and automations, any tags you have on your user and organization, etc.  We have a few custom fields so those add tags as well. One of them is "Service Area" which helps us categorize the tickets and then run reports on them, via tags.

    Sorry if you know all this already.... I don't want to assume.

     

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