Support Help

Adding Tags to Tickets

Tags are words or a combination of words that can be used to add more context to tickets. For example, you might want to tag tickets that are requiring a product demo with a tag like 'demo ticket' or simply 'demo'. Later you can browse the tickets by tag, and understand the trend in support tickets from the top trending tags.

Note:

  • You can add up to 10 tags to a ticket and each tag shouldn't exceed 50 characters.
  • A tag can contain alphanumeric characters(a-z,0-9), but no special characters are allowed.

Tagging a Ticket

Agents can manually add tags to a ticket from the ticket's detail view and while replying to a ticket.

To tag a ticket in the detail view -

  1. Select the Tickets module in Zoho Support.
  2. In the Tickets List page, select a ticket to view its details.
  3. In the Ticket Detail page, click Add Tag from the top of the right panel.
  4. Type-in into the tag field and hit enter(or return) to add a tag.

To tag a ticket while composing a reply -

  1. Select the Tickets module in Zoho Support.
  2. In the Tickets List page, select a ticket to view its details.
  3. Now click Reply, Reply All or Forward to respond to this ticket.
  4. In the compose screen, click Add Tag located above the Send button.
  5. Type-in into the tag field and hit enter(or return) to add a tag.

Note:

  • As you type into the tag field, auto complete displays tags beginning with the same word or characters.

Viewing Tickets related to a Tag

You can quickly view the tags that have been added to your tickets in Zoho Support. There are 2 types of views namely,

  • Recent (the tags that were recently viewed by you) and
  • Trending (the top trending tags that were added to your tickets)

To access the Views

  1. Select the Tickets module in Zoho Support.
  2. In the Tickets List page, click Tags from the bottom of the left panel.
  3. In the Tags View screen, you can find the recent and trending tags displayed in that order.
  4. Select a tag, to view the list of tickets that it has been added to.

Searching for Tickets by Tag

You can search for tags contained in tickets using the search box. Enter a tag name and the search results will display all the tickets that contain the tag.

To search for tickets by a tag

  1. In the Tickets List page, click Tags from the bottom of the left panel.
  2. In the Tags View screen, click from the top of the left panel.
  3. You can type into the tag search field, while the auto complete displays tags beginning with the same word or characters.

Note:

  • At any point in time click Views from the left panel, to toggle back to the regular list view screen in Zoho Support.

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