Tags are one of the main attributes in the ticket for categorizing and tracking requests. The use of tags will greatly simplify the search for relevant requests, because thanks to them you will be able to quickly navigate through the various issues and tasks where they have been placed. You will also be able to apply filters on the tags of interest to quickly get information on the most popular requests that come to your support team and, for example, to analyze the reason why a particular topic causes the most questions from users.

Tags are available on the right panel inside the request. To add a new tag, just enter its name in the corresponding field and confirm. In the future, the created label can be simply selected from the list:

A request may contain several tags at the same time. To view all requests that have been tagged with a particular tag, select the desired t tags below the list with views:

In order to remove a tag, you must remove it from the requests in which it was placed.

You can add tags in different ways:

1) Manually, in each specific request;

2) Massively, using the group actions functionality. To do this, just select the necessary requests in the general list, click on the “Bulk actions” button and add the necessary tags:

3) Automatically, using the Rule Dispatcher.

You can edit tag accesses for different employee groups in the “Groups, access rights” menu, under the “Requests” tab: