Table of Contents

Tags

Niamh Ferns Updated by Niamh Ferns

Contact Groups make grouping tickets easier compared to using group tags and allow for access restriction and extra functionality for approvals.

Read more on Contact Groups.

Ticket Groups & Group Tags

Ticket group permissions allow you to group tickets by tags.

What is a Group?

A group is formed using tags.

  • Service Types/Groups: Group tags can be added to Service Types/Groups. Tickets created through this Service Type will then inherit the tag(s) added to it.
  • Forms: Group tags can be added to specific forms. A ticket created using this form will inherit the tag(s) added to it
  • Ticket with a group tag: Inherited from service types/forms or can be added manually via the Tech Portal. Only a user with "All Tickets" permission or with the same tag can access these tickets.
  • Contacts (users) with a tag: Tags can be added to specific users.
    • User with all tickets: can access all tickets regardless of tag
    • User without all tickets: can access their own tickets, plus tickets related to that specific tag
  • Accounts: Group tags do not apply to Accounts
  • Agents: Group tags do not apply to Agents

Assigning Tickets to a Group

There are two ways to assign tags for a ticket:

  • Inherited from Service Types, Service Groups, Forms, Accounts, Contacts and User Groups
  • Assigned through the TECH Portal.

First scenario (Service Types/Groups/Forms): if any given form or Service Type contains a group tag, any ticket created from it will automatically inherit the same tags.

Second scenario (manually assign in TECH Portal): members can manually add any tags to a given ticket in Ticket Details (side menu, bottom left).

Ticket Tag Permissions - Legacy Approach

In the past, we used permissions to allow users to access all tickets that belonged to their company. While the All tickets option is suitable for managers and administrators, it did not cover specific cases such as HR or procurement-related tickets.

We now have Contact Groups to make this easier.

How did we do?

The Learning Center

Custom Domains

Contact