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Managing Tags

You create tags for agents to use on the Saved replies and tags page.

A tag is an attribute of the thread, its characteristic that agents assign while processing or closing the thread. Tags can have one, two, or three levels. Agents can assign as many tags to a thread as they need.

1-level tag2-level tag3-level tag
AppreciationAppreciation/Services
Appreciation/Employees
ComplaintComplaint/Services
Complaint/Products
Complaint/Services/Unresolved
Complaint/Services/Resolved
Complaint/Products/Unresolved
Complaint/Products/Resolved

Same as with response templates, agents cannot use all possible tags, only the ones that match their skill(s) and department.

Optionally, you can also require agents to assign tags to threads before they close them. In this case, the system will always throw a warning if they try to close a tag without assigning a tag first and it will be impossible to close the thread without it.

On the Saved replies and tags page, you:

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