Managing Tags in Service Desk

Tags are a powerful way of labelling and grouping tickets. The ticket tags can also be used as conditions to create queues or filters, automation workflows and generating reports.

Required Permission

Manage All Tags

• Only users with this permission will be able to access this module to create, edit, rename, merge or delete tags.
• This is an Account Level permission.
• To know how to add a tag to a incidents or service requests from the ticket detail page, refer to this article.

How to create a tag?

Follow the steps below to create a new tag

1. Navigate to Main Menu > Manage > Ticket Settings section > Tags
2. To create a new tag click on the + button
3. Add Tag popover will be displayed. Enter the tag name and click on Add
4. A new tag will be created and displayed.
5. You can now start adding the newly created tag to the Incidents and Service Requests.

Overview and Actions

1. All the active tags will be displayed here Manage > Ticket Settings section > Tags
2. Each tag will display a count next to the tag name which denotes the number of incidents or service requests to which it is associated.
3. Clicking on a tag will show the list of incidents to which the tag is associated.
4. Clicking on the dropdown next to the tag name will list the actions that can be done,
   • Rename tag
   • Merge tags
   • Detach tags
   • Delete tag

How to rename tags?

• Clicking on rename will display a popover to update the tag name and save.

• Once updated, all the tickets to which the tag was associated will be updated to the new tag name.

How to merge tags?

• Clicking on Merge will display a popover to search and choose a tag which will merge the selected tag.

• The count of tickets that will be retagged will also be displayed in the popover.

• Winner tag - the tag that will be retained after the merge action. This is the tag that you choose once you click on merge.

• Merged tag - The tag that will be merged and removed

• Once you select the winner tag and click on save, all the tickets to which the merged tag was associated will now be associated with the winner tag.

• The merge process will be done in the background and you will be notified once it is complete.

• This may take some time depending on the number of tickets associated with the tags.

How to detach tags?

• Clicking on Detach will display all the tickets that are associated with the selected tag in a modal window.

• You can select all or choose the tickets from which the tag needs to be detached.

• The Detach process will be done in the background and you will be notified once it is complete.

• This may take some time depending on the number of tickets associated with the tags.

Delete Tag

• Clicking on Delete will display a confirmation pofpup which will display the count of tickets associated with the selected tag.

• This is a one time action and cannot be undone.