Table of Contents

Tags

Niamh Ferns Updated by Niamh Ferns

Contact Groups make grouping tickets easy. Compared to tags, which only provide organisational structure, contact groups allow for access restriction and extra functionality for approvals.

Read more on Contact Groups.

Tags Overview

Tags provide a clean and easy way for you to organise your tickets and entities within DeskDirector to make them easier to find. They can also be used to trigger automations like our tag-to-discussion automation for Teams!

How do I add tags?

Tags are assigned in the Admin Portal and can be added to:

  • Service Types
  • Service Groups
  • Contact Groups
  • Contacts
  • Accounts
  • Agents
  • and more...

Below you can see an example of where to add these for an Account:

Assigning Tags to Tickets

Tags can either be added manually to a ticket:

Or, you can add tags to a ticket via inheritance. That is, if you have an entity like an account or a contact, when they raise a ticket, the ticket will automatically inherit their tag. This is particularly useful with service types and forms!

How did we do?

The Learning Center

Custom Domains

Contact