Ticket tagger
The Ticket Tagger is an automation tool designed to streamline ticket management. It automatically assigns appropriate tags to tickets based on the tags of the contact or their account.
Key features
- Automatically tags tickets created by specific users (customer users).
- Ignores tickets created by other user types.
- Allows multiple tags to be assigned based on predefined rules.
- Can be triggered via commands or automatically when tickets are created.
Configuration
Follow these steps to set up the Ticket Tagger:
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Go to Snap-ins > Ticket Tagger > Configure.
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Fill in the configuration settings.
- Search for Tags: Select the tags to check for on the contact or account. If multiple tags are selected, only one needs to match.
- Search for tags on: Specify where to search for tags—on the contact, the account, or both.
- Assign tags if found: Choose the tags to add to the ticket if matching tags are found.
- (Optional) Assign tags if not found: Choose tags to add if no matching tags are found.
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Click Save.
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Click Install to activate the snap-in.
How to use
Once the snap-in is installed, it automatically checks all newly created tickets and assigns tags based on the configuration.
Triggering tag checks for existing tickets
To apply tags to tickets that were created before the snap-in was installed:
- Go to the Events/Discussions section in the snap-in.
- Enter the command: /tag_existing_tickets.
- Allow time for the process to complete—this may vary depending on the number of existing tickets.
