Tags in Comm100 Ticketing & Messaging help you organize and categorize tickets across different channels. You can create and manage tags in the Agent Console and apply one or more tags to individual tickets, making it easier to identify and locate related tickets.

Tags are shared across all Ticketing & Messaging channels in the same Comm100 account. For example, a tag used for an email ticket can also be applied to tickets from SMS, social media, or other Ticketing & Messaging channels.

Manage Tags

To manage the tags available in Ticketing & Messaging, follow these steps:

1. Log in to your Comm100 Agent Console.
2. Go to Ticketing & Messaging.
3. In the left navigation, locate Tags and click the Manage Tags icon.
   
   Note: Agents must have the Manage Tags permission to create new tags or edit and delete existing tags. To learn more about how to manage agent permissions, see this article.
   
   
4. On the Manage Tags pop-up, you can:
   • Use Sort by to sort tags by Created Date, Alphabetically, or Tickets count.
   • Use Sort order to display tags in Ascending or Descending order.
   • Use the Search box to locate a tag.
   • Click the + icon to create a new tag.
   • Hover over an existing tag to edit or delete it.
   
5. Click Save.

Add or Remove Tags for a Ticket

To add or remove tags for an individual ticket, follow these steps:

1. In the Agent Console, go to Ticketing & Messaging and open the ticket you want to update.
2. In the Info panel, locate Tags.
   
   
3. To add a tag, click the + icon and select the tag you want to add. If the tag you need does not exist, click the + icon on the Add Tags pop-up to create a new tag.
   
   
4. To remove a tag, click the X icon on the corresponding tag.
   
   
5. Click Save.

The changes are applied to the ticket.

You can expand Tags in the left navigation of the Agent Console to view the available tag list. Click a tag to display the tickets associated with that tag.

Tags can also be used as conditions in Routing Rules, Triggers, SLA Policies, and Views, allowing you to automate ticket handling and organize tickets based on the tags applied to them.