Tags function as markers to classify tickets. Configure them to identify specific situations in support services, such as an email sent or issues in a version.

⚠️ Attention: Functionality available only for Operator and Admin profiles.

How It Works

To use this functionality, go to Support Service > Settings > Ticket Settings > Tags > Manage.

On the main screen, view the following information:

• Tag Name;
• Status (active or not);
• Edit and delete options.

💡 Tip: Use filters to get specific search results.

Create a New Tag

1. Go to SupportcService > Settings > Ticket Settings > Tags;

2. Click Manage;

3. Press the New Tag button;

4. Enter a name for your Tag. Example: Cost benefit;

5. Save the information.

Done! New tag created successfully.

Usage Example: Email Notification via Trigger

Let's create a trigger to send an email when the client hasn't responded to the ticket for three days.

Trigger Settings

Conditions:

• Status: Base > Equals > Paused
• Justification: Equals > Client response
• Action: Only the last: is > Not registered at (elapsed hours) > 72 hours
• Ticket: Tag > Different from > Notification sent

Actions:

• Action: Send email
• Sender: Account that received the email
• Recipient: Ticket clients

When the trigger is activated and the email is sent, the Notification sent tag will be added to the ticket. This way, as the trigger condition is Ticket: Tag different from Notification sent" the client will not receive more than one email notifying that the ticket is waiting for a response.

That is, the client will receive the email after three days without a response to the ticket. After that, the ticket will be marked with the Notification sent tag. Thus, the client will not receive the email more than once.

You can create other triggers to change the tag later, such as a trigger to change the tag when the client responds, avoiding interference with your routine.