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Ticket Tags

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Ticket Tags are an easy, flexible, and powerful way for you to categorize your tickets beyond the filtration methods we already offer, to help empower you to develop more dynamic and robust filtering for your ticket views.

Table of Contents

Tag Security Permissions


We have added 3 new Security Permissions to Admin > Security Groups. These permissions will be inactive by default and will require an Admin to activate them for the Security Group.

Ticket Tags - Create

  • Allows you to create new Tags

Ticket Tags - Delete

  • Allows you to Delete Tags

Ticket Tags - View

  • Allows you to see Tags in the various places of the app

Ticket Tags Overview

Creating Tags

Unlike ticket issue types or custom fields types, Tags do not need to be created in the Admin settings before using them on tickets.

To create a new tag, you can simply begin typing the tag in the input field and click the ‘Enter’ key or select the option to “+ Create” the new tag in the drop down.

For example, on the Ticket Detail page in the left-side Ticket Info section:

You’ll also notice that when you click into the field and begin to type, you will see two sections - Recent Tags and All Tags.

Recent Tags - Your most recently used Tags, scoped to your user activity.

All Tags - This is a list of tags based on matching the text entered in the search. All tags include any tag associated with at least one ticket on the account.

Deleting Tags

To delete a tag, simply click into the Ticket Tag input area and select the ‘X’ to the right of the individual tag. Alternatively, you can click the 'X’ at the upper right of the field to clear all tags on the ticket.

When a tag no longer exists on any tickets on the account, the tag is deleted and will no longer show up in your “Recent” or “All” tags.

Tags cannot be reinstated once deleted, they must be recreated and added to at least one ticket.

Validations

A ticket can have up to 50 tags on it. Similarly, a tag can be no longer than 50 characters.

Tags in New Ticket Create

A new Tags section has been added to the classic Ticket Creation page.


When creating a new ticket, any Tags added in the Tags field will automatically be associated with the ticket after it’s created and can be visible from the Ticket Detail page or in the main Ticket Index if the ‘Tags’ column is enabled.

Tags in Ticket Detail

If you have the correct corresponding Security Permissions then you will see a Tags field in the Ticket Info section of the Ticket Detail. It has the same functionality as the Ticket Create page.


You can search for Tags in this field. The same “select” and “create” methods apply as described in the Ticket Create section.



Tags in Ticket Index

To help getting a high-level view of which tags are associated with your tickets, we’ve added the ability to view and manage tags directly from the index page.

We will not be enabling this column or existing accounts at launch, so you’ll first need to adjust your ticket table columns to enable the ‘Tags’ option.



With the column enabled, you’ll now be able to view what tags are associated with your tickets directly from the index page.

Clicking into the field will pop a modal which will allow you to:

  • View all tags
  • Add new tags
  • Remove existing tags


Tags in Ticket Views

We’ve added Ticket Tag Parameters to the Ticket View Editor. This will allow you to create saved ticket views that are filtered by tags either included or excluded from tickets.

Tag Includes: This field allows you to add any number of tags that exist in your system. This will create a view that includes any ticket with at least one of the tags saved in this field.

Tag Excludes: This field allows you to add any number of tags that exist in your system. This will create a view that includes any ticket that does not contain any of the tags saved in this field.

Note: Entering tags in both the ‘Includes’ and ‘Excludes’ field will only return tickets that have at least one of the tags saved in the ‘Includes’ field and none of the tags saved in the ‘Excludes’ field.

Untagged: Selecting this checkbox will return a saved view that includes all tickets without at least one tag associated with them. We’ve denoted ‘OR’ here as this field can be used in combination with either the ‘Includes’ or ‘Excludes’ fields (Example: With one tag added in the ‘Tag Includes’ field and the ‘Untagged’ option selected, the view will return any ticket with the tag specified in the ‘Includes’ field in addition to any untagged ticket in the system.



Tags in Bulk Ticket Actions

We’ve added the ability to edit tags in bulk from the main ticket index. Simply select at least one ticket using the multi-select option on the index page and select ‘Bulk Actions’ in the upper-right of the index page to manage them.

Current Tags in Tickets: This field will populate all tags associated with the tickets you bulk selected. From this field, you can remove any of the tags you’d like.

Given the ‘Current Tags’ field is an accumulation of tags across many tickets, when deleting a tag from this field, we’ll only delete the tag on tickets where the tag is associated with them. We’ll skip any ticket where the tag isn’t associated.

Add New Tags to Tickets: Entering tags into this field will add this tag to all of the bulk selected tickets after selecting ‘Send’.

If the tag you’ve entered is already associated with one of the tickets you’ve selected, then we’ll simply skip this when bulk applying the tags.

Given we allow up to a maximum 50 tags on a ticket, if one of the bulk selected tickets already has a maximum 50 tags associated with it, then we’ll skip adding this tag to the ticket when performing the bulk action.


Leveraging tags to drive team-based ticket views

Here’s an example walking through a dispatch workflow, where I want my dispatch team to triage incoming tickets and make sure they’re assigned to the appropriate support teams— either my Tier 1 or Tier 2 teams, specifically.

First, I’ll create a Saved Ticket View that filters by all tickets with the status ‘New’ and that do not already have a tag associate with them:





I’ve also created Ticket Views for my Tier 1 and Tier 2 teams, similar to how I’ve configured the dispatch Ticket View, only I’ve set the views to filter based on tags of the corresponding team names. :

Below, is an example of how I’ve configured the Tier 1 Ticket View. With this view selected, any ticket with the tag ‘tier 1’ will automatically populate in my Tier 1 team’s Ticket View:






Now, when my dispatch team is triaging incoming tickets, as they add tags to them, they’ll automatically populate in the corresponding team’s queues. As the Tier 1 tag is added, we can see that the ticket will automatically populate in the corresponding team’s view:



When to use Ticket Tags vs. Custom Ticket Fields?

Ticket Tags

Ticket Tags are great way to organize Tickets by View for different roles within an org. Tags are meant to live at a high level of a ticket and not to contain job specific information (like API keys or MAV info).

  • Categorizing tickets by Team or Role for Ticket Views.
  • Useful for flagging escalations beyond priority.

Custom Ticket Fields

Custom Ticket Fields are excellent ways to capture information that is necessary for the specific job from a high to granular level.

  • Job related data to help solve the ticket
    • Site Access Info
    • More granular specific data about the issue beyond what is mentioned in the Initial Issue

Q & A

Common possible questions

  • Do you have any thoughts on how we could build out an initial list of Tags for my team?

    • You could create a customer and ticket for your company
      • Example: Customer: “HedgesMSP” and name the ticket: “Ticket Tag Holder Ticket”
      • Add all the tags that you permanently want.
      • Resolve the Ticket so it does not impact your metrics
      • Go back and change / add / delete the tags on that ticket.

  • How can I convert fields I had saved in my Ticket Custom Fields to Tags?

    • This can best be achieved by leveraging the Bulk Update tool on the Ticket Tab. Start by using the Ticket Filters to get a filtered list of the tickets you want to update, then select all of the Tickets in the list and apply your Tags in bulk from the Bulk Update Modal.

  • Do I need to add new tags in the Admin settings before I can use them?

    • No! You can add tags into the Ticket Tags field on the fly and they’ll save on the backend automatically. As you create new tags, they’ll automatically populate in the ‘Recent’ and ‘All’ tags sections of the drop-down that auto-populates when you activate the field.

  • Is there a limit to how many tags I can create?

    • There’s no limit to the amount of tags you can create in your account. However, a ticket can have up to a maximum 50 tags on it.

  • Is there a limit to how long a tag can be?

    • Yes, we enforce a 50-character limit on tags

  • Can I use tags along with other search paramaters in saved ticket views?

    • Yes! Tags can be used in addition to all of the ticket view parameters we already offer today

  • Will there be tags available on other things in the future?

    • Absolutely! We already intend on introducing them for Customers very soon in an upcoming release.

  • Can tags be used in ticket automation?

    • Not yet, but this work is currently in progress as part of our automation updates for the upcoming advanced ticketing release. More to come soon!

  • Are tags available in the API?

    • Not yet, but this work is on the list to-do, and we intend on integrating them into the API as well.

  • Will tags be available for referencing in Ticket Reports?

    • Not at launch, but we’re already anticipating this will be a popular request and plan to expand on our relevant ticket reports to include tag filtering after the initial release.

  • Can tags be viewed by my customers?

    • Tags are designed for internal use, and they cannot be seen by customers.


Feedback and Knowledge Base

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