Tags are simply words or phrases you can use to add more connotation to Tickets. Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow.
Example
You might want to tag all demands that are actually sales queries with a Tag like “sales” or “pre-sales”.
Here are some options for using Tags:
- Add Tags to Tickets, either manually or automatically, and use those Tags to create custom workflows.
- Browse Tickets by Tag.
- Use Tags in your business Rules (Rules, SLA Rules, Time Rules) to create custom workflows.
- Create views and reports by Tags.
Note:
You can add multiple Tags to one Ticket.
List of possible modifications:
When creating a Tag you can modify it as you like.
- Name
- Text Color
- Background Color
Adding Tags to Tickets
You might want to Tag all Tickets that are actually sales queries with a Tag like “sales” or “pre-sales”.
Filtering Tickets by Tags
You might want to filter all Tickets that are actually urgent and pre-sales queries with a Tag like “urgent” or “pre-sales”.
Tag report
LiveAgent offers a report of added Tags to all tickets from a specific time range. Individual entries can be sorted by time range, Department, channel, and Agent. Tag report can be exported to a CSV file.
Tag report can show your data in these types of charts:
- Area chart
- Line chart
- Bar chart
- Pie chart
Tag report display options (columns):
- Tag
- Answer
- New answer avg. time
- Open answer avg. time
- Calls
- Missed calls
- Call minutes
- Chat messages
- Chats
- Missed chats
- Chat pickup avg. time
- Chat avg. time
- Not ranked
- Not ranked %
- Rewards
- Rewards %
- Rebukes
- Rebukes %
- Incoming messages
- Incoming calls
- Finished calls
- Incoming chats
- Finished chats
- Notes
- Created tickets
- Resolved tickets
Use Tag reports with API
Use LiveAgent REST API to call values from Tag reports.
Knowledgebase resources