Overview Video
What Are Ticket Tags?
Ticket tags are labels or keywords used to categorize and organize support tickets within the system. They allow support teams to classify, track, and prioritize tickets efficiently, improving response times and streamlining operations.
Why Are Ticket Tags Important?
✅ Better Organization – Tags help group tickets by topic, urgency, or department.
✅ Faster Resolution – Agents can prioritize and address similar tickets more efficiently.
✅ Improved Analytics – Tags provide insights into trends, helping identify common issues.
✅ Enhanced Workflow – Searching, filtering, and sorting tickets becomes effortless.
Examples of Common Tags:
- Department-Based → "Billing," "Technical_Support"
- Issue Based → “Damaged_Product”, “Wrong_SKU”
Types of Ticket Tags: Custom Tags vs. System Tags
Custom Tags
Custom tags are user-created labels that admins can add, modify, or delete based on their business needs. These tags help teams structure their workflows and enhance ticket categorization.
- Key Characteristics:
- Created and managed by admins.
- Can be renamed, deleted, or updated as needed.
- Helps personalize ticket organization (e.g., "Refund_Request”).
- Used for custom analytics and tracking.
- Example Use Case:
- A support admin creates a custom tag called "Payment Failure" to track and analyze tickets related to transaction issues.
System Tags
System tags are predefined by the platform and serve as core labels for ticket categorization. These tags are essential for system-wide reporting and automation and cannot be modified.
- Key Characteristics:
- Built into the system and cannot be changed.
- Standardise ticket tracking across the platform.
- Ensure consistent reporting and workflow automation.
- Automatically applied based on ticket status or system events.
- Example Use Case:
- A system tag like "Auto_Close_Agent_Inactivity" or "Auto_Close_User_Inactivity" ensures that ticket statuses remain consistent across the platform for accurate tracking and reporting.
Comparison: Custom Tags vs. System Tags
Feature | Custom Tags | System Tags |
Who Creates It? | Admins | Platform |
Modifications Allowed? | Yes (rename, delete, update) | No (fixed system tags) |
Purpose | Custom ticket categorization | Standardized tracking & automation |
Analytics Impact | Affects analytics when changed | Integrated & immutable |
Conclusion
Understanding ticket tags ensures efficient categorization, better tracking, and improved response times for customer support teams. Custom tags allow for flexibility, while system tags maintain standardization and consistency across all tickets. By leveraging both, businesses can streamline ticket management, enhance analytics, and deliver a more structured customer support experience. 🚀