Tags - this is one of the main attributes in the request for classification and tracking of requests. Using tags will greatly simplify the search for actual requests, because thanks to them you will be able to quickly navigate to different issues and tasks, where they have been put. You can also apply filters by tags of interest, so you can quickly get information on the most popular requests that come to your support service and, for example, analyze the reason why a particular subject causes the most questions from users.

 

Tags are available in the right pane inside the request. In order to add a new tag, just enter its name in the corresponding field and confirm it. Further you can just select the created mark from the list:

 

 

Several marks can be present in the request simultaneously. To view all requests in which one or another mark has been set, select necessary marks which are located below the list with filters:

 

 

In order to delete a label, you should remove it from requests in which it was set.

 

You can add tags in different ways:

1) Manually, in each specific request;

2) Massively, using the group actions functionality. To do this, just select necessary requests in the general list, click the "Group actions" button and add necessary tags:

 

 

3) Automatically, using Rule Manager:

 

 

By tags in the Report Designer you can generate a report and get the number of requests, which contained the selected tags for a specified period, and also use the tag with tags in the Printout template to unload the content of requests to a file:

 

 

In addition, you can check the presence or absence of tags using the corresponding condition in the filter: