Tags

The Tags Management section is designed to help organize tickets, knowledge base articles, asset records and "ideas" from the ideas forum. By assigning tags, administrators and support staff can efficiently search and filter entries.

Difference Between Categories and Tags

A ticket can be assigned to one category only. Categories are also used to control technician permissions. However, a ticket can have multiple tags assigned to it. Tags are labels that add another layer of grouping. Tags are also used for Knowledge Base articles, ideas, and assets.

The Tags Page

Found under Administration > Ticket categories and permissions > Tags. Displays a list of all tags with associated counts for: Tickets, Knowledge Base, Assets, and Ideas.

Adding a New Tag

Simply tag a ticket with it — type a name and hit Enter in the tags textbox when editing a ticket, asset or KB article. An autocomplete suggestion box lists existing tags. You can optionally restrict tags to predefined ones only (see General Settings).

Deleting a Tag

The app automatically cleans unused tags in the background. To manually delete, mark tags using checkboxes and hit "delete".

Searching by Tags

When browsing tickets, KB articles, assets, etc., click a tag to find all items tagged with that name.