Understanding how tags work
Tags are a quick and powerful way to keep your helpdesk organized and easy-to-navigate. By tagging content with descriptive keywords or phrases, you can make it much easier for your team to find the information they're looking for – fast.
You can use tags on the following types of GFI HelpDesk content:
- Support tickets
- Live chat conversations
- Offline messages and surveys
- User accounts
- Organization profiles
For each type of content, you'll see a field that looks like this:
You can type any keyword you want to use. The field searches any tags you've already used, so it's easy to stick to a defined set of tags.
You can also use phrases, but they'll need to be joined together with hyphens or underscores:
Once you've created a tag on a piece of content, the tag appears in the sidebar of the staff control panel, whenever you're viewing that type of content.
Clicking on a tag immediately filters the queue – or list of whatever content you're viewing – and only display items with that tag.
You can also manually search using tags by typing 'tag:' followed by the keyword.
Now that we've covered the basics, let's walk through how to start tagging your content.