Ticket Tags

With the help of Tags, tickets can be provided with additional information and thus easily classified.

For example, tickets relating to inquiries about invoices can be marked with the tag 'invoicing'.

In addition, tags can be assigned to predefined replies to facilitate the search and selection of the appropriate reply when editing tickets. Read more about this under the article Predefined Replies.

Topics of this article:
Add, Edit, Delete Tag
Remove Tag from Tickets, Assign another Tag to the Tickets

Add, Edit, Delete Tag

Go to Management >> Ticket Properties >> Tags.

Add, Edit Tag

• Add tag: Click on "New Tag".

  Edit existing tag: Click in the line of the tag to be edited or click on the edit icon ().

• Available Form fields:

  Name: Enter the desired name for the tag.
  Description: A description for the tag can be added.
  Active: For a tag to be available for ticket handling, it must be enabled. If you disable a tag, it remains in the tickets in which it was used, but is no longer available for selection.

• After creating/editing click on Save.

• In case of multiple Language Tabs: 'Name' and 'Description' of the tags are to be entered for each language.
  For more information on making ticket properties available in multiple languages, click here.

Delete Tag

Deleting a tag removes that tag from the system and also from existing tickets.

Note: If a tag should only be removed from the tickets without deleting the tag, use the Re-assign Tag button for the respective tag -> read more about this in the following paragraph.

• To delete a desired tag, click on the delete icon () and then on Yes, Delete to confirm the deletion process.

Remove Tag from Tickets, Assign another Tag to the Tickets

'Re-assign Tag' allows you to remove a tag from one or more tickets and to assign another or several different tags to one or more tickets.

• Go to Management >> Ticket Properties >> Tags.
• Click in the line of the desired tag or click on the edit icon ().
• In the toolbar, click Re-assign Tag.
• In the dialog box that appears, choose whether to remove the tag from the tickets, or select one or more tags from the drop-down list that you want to re-assign to the tickets.
• Click on Execute.