Tag

Jason He Updated by Jason He

The tag system is an unrestricted way to categorize entities; you do not need to define anything before using it. DeskDirector allows you to manage tags on a variety of entities, including company, contact, ticket, request types, and so on.

There is a format restriction when using the tag. This is because the tag is an identifier in and of itself. We don't want upper case, lower case, or an unknown number of spaces to result in an unexpected result.

  • You can use any lower case English characters.
  • You can use number characters
  • You can use + (plus), - (minus), . (dot) and # (hash) special characters.
  • Only # (hash) and . (dot) can be used at beginning of the tag

The recommendations for construct tag is following.

  • Use # (hash) and . (dot) to categorize tags. Such as #meeting, #conference, #hr, #on-boarding, #off-boarding
  • Use - (minus) to separate words. Such as off-boarding, knowledge-base.

Predefined Tag

When dealing with typos, the tag is difficult to use. You can now predefine tags with admin portal v1.40 release. The UI will then provide suggestion when you want to filter list by tags or add tags to any entities.

Tag type is used to instruct the UI on the tag's intent. The UI will only show related tags by default, and will then use tag type to provide better suggestions when the user types in.

  • generic: when tag without any type. It will display under any entity
  • service: Ticket, task templates, survey, request type, request group, form, workflow, email template
  • company: Company, user group, form, menu item, menu group, request type, request group, survey, task template, email template, workflow
  • contact: Contact, user group, form, menu item, menu group, request type, request group, survey, task template, email template, workflow
  • agent: Agent, workflow, email template

How did we do?

Ticket Life Cycle

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