Tag

Jason He Updated by Jason He

The tag system is an unrestricted way to categorise 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 lowercase 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 the beginning of the tag

The recommendations for the construct tag are as follows.

  • Use # (hash) and . (dot) to categorise 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 and above. The UI will then provide suggestions when you want to filter the 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 a 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

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