Using Ticket Tags

Using Ticket Tags

Tags are words or a combination of words that can be used to add more context to tickets. For example, you might want to tag tickets with 'demo' if they require a product demonstration. Later you can view the top trending tags and understand their trend or send a follow-up email to a bunch of tickets that were tagged. 

Please note that, you can add up to 10 tags to a ticket and each tag shouldn't exceed 50 characters. Also a tag can contain only alphanumeric characters(a-z,0-9), and no special characters are allowed.

Tags can be manually added by agents from the ticket's Detail View or while replying to a ticket. To tag tickets in their detail view:
  1. Open a ticket in its Detail View. 
  2. In the Ticket Details page, click  icon alongside the Tags field from the left panel. 
  3. Enter the new tags into the field as needed. Press Enter after each tag. You can also create a tag with more than one word. 
The tags will be auto-saved as they are entered. For added convenience, the auto complete feature displays the tags beginning with the same character or word. 

Besides, the detail view, you can also add tags while replying to support tickets. To add tags while replying to a ticket:
  1. Open a ticket in its Detail View. 
  2. In the Ticket Details page, click Reply, Reply All or Forward. 
  3. In the Reply Editor page, click the Add Tag badge from the bottom of the editor.
  4. Enter the new tags into the field as needed. Press Enter after each tag.
Viewing Tag Activity 

You can view the tags that were added to the tickets in Zoho Desk. The most active or the trending tags measured by the number of tickets it were applied to will be listed. 
To access the tag view:
  1. Click  from the top bar to access the ticket List Views. 
  2. In the List View page, click the Tags tab in the bottom of the left panel. 
The tags that were recently used by you followed by the top trending ones will be listed over the left panel. You can click on a tag to quickly view the tickets that contain the specific tag. 

Searching for Tickets by Tag

You can search for tags contained in tickets using the search box over the left panel. Enter a tag name and the search results will display all the tickets that contains the tag.

To search for tickets by a tag:
  1. In a Ticket List View page, click the Tags tab in the bottom of the left panel. 
  2. In the Tags View panel, click the  icon and enter the name of the tag. 
Your search results will display all the tickets that contains the tag. Please note that you can always click Views from the left panel, to switch back to the ticket list views.