Table of Contents

Tags

Niamh Ferns Updated by Niamh Ferns

Contact Groups make grouping tickets easy. Compared to tags, which provide organisational structure, contact groups allow for access restriction and extra functionality for approvals.

Read more on Contact Groups.

Tags Overview

Tags provide a clean and easy way for you to organise your tickets and entities within DeskDirector to make them easier to find. They can also be used to trigger automations like our tag-to-discussion automation for Teams!

How do I add tags?

Tags are assigned in the Admin Portal and can be added to:

  • Service Types
  • Service Groups
  • Contact Groups
  • Contacts
  • Accounts
  • Agents
  • and more...

Below you can see an example of where to add these for an Account:

Assigning Tags to Tickets

Tags can either be added manually to a ticket:

Or, you can add tags to a ticket via inheritance. That is, if you have an entity like an account or a contact, when they raise a ticket, the ticket will automatically inherit their tag. This is particularly useful with service types and forms!

Predefined Tags

To avoid issues with typos and having to remember all the tags you've created, we have created pre-defined tags. These are a set of tags that will be suggested to you when you go to assign a tag to an entity.

Tag type is used to decide a tag's intent. The UI will only show related tags by default, and will then use tag type to provide better suggestions when the user types in.

  • generic: when a tag without any type. It will display under any entity.
  • service: will be displayed on tickets, task templates, surveys, service types, service groups, forms, workflows, and email templates.
  • company: will be displayed on company, user groups, forms, menu items, menu groups, service types, service groups, surveys, task templates, email templates, and workflows.
  • contact: will be displayed on contacts, user groups, forms, menu items, menu groups, service types, service groups, surveys, task templates, email templates, and workflows.
  • agent: will be displayed on agents, workflows, and email templates.

How did we do?

Approvals

Custom Domains

Contact