Knowledge Base Tags helps you in grouping knowledge base articles based on specific condition.
Navigate to “Manage >> Tags” under the module switcher.
Note: Only agents with “Manage Tags” permission can view this option.
To add a new tag, navigate to “Knowledge Base Tags” tab and click on the “+” button.
Enter the tag name and click on “Tag Name”
You can now start tagging knowledge base articles with this tag.
Once the tag is created, the same gets listed in the list view.
A Knowledge Base tag has following sections
Clicking on the tag shows list of articles which has the tag applied.
# next to the name shows # of articles tagged.
Dropdown has the below options:
Rename: Lets you rename the tag.
Merge: Merge the tag with an existing tag.
Detach: Detach the tag from desired set of articles.
Delete: Delete the tag.
Clicking on the tag name will take you to the articles list page with the “Tag” filter applied.
Clicking on the down arrow will provide the agent with more actions to perform on the tag
For scenarios where there are typo mistakes or a need to rename, renaming tags comes in handy to solve this issue.
Click on the “Rename” option displayed under the more action section.
Rename the tag to the desired name and click on “Update Tag” to save it .
In the above example, the tag “Discount” was renamed to “Offer”. Now all the existing articles related to “Discounts” will have the updated tag name “Offer”.
When you have created duplicate tags and want to combine them, you can use “Merge tags”. Articles from the merge initiator tags will be retagged to tag it is merged to.
Click on the “Merge Tags” from more actions (This should be the tag you want to dissolve by merging with another tag).
Search for the tag which you want to merge this tag with.
On “Merge Tag” all the tag you have initiated the “Merge Tag” from will get merged to the selected tag.
Detach tag helps agent to remove wrongly tagged tags or tags which is no longer relevant to one or more articles.
Click on “Detach Tag” from more actions.
List of all the articles related to this tag will be displayed as shown below.
Agent can choose the desired/all articles from this list and click on “Detach Tag”.
On detach, the tag will be removed from the selected articles.
Deleting a tag will remove the tag from the ticketing system and will no longer be available for tagging articles.
Click on the “Delete” option from the more action.
Confirm your action to proceed further. Deleting a tag will remove this tag from the existing articles as well.