Ticket tags

With the Ticket tags module you can:

track the number of tickets related to a certain type of product, tariff and responsible department;
create reports on the distribution of tickets by tags.

To connect the module, enter Integration → Modules → select the Ticket tags module.

Managing tags

Creating a tag

Enter Support → Ticket tags → Create button.

Fill in the form:

Name;
Group — select an existing group from the list, or create a new one;
Group name — enter the name for the new group;
Product type — select the product type from the list;
Tariff — select one or more tariffs;
Description.

Managing tags

You can do the following with tags:

create new ones;
edit existing ones;
delete.

All tags are displayed in a table that contains information about the number of tickets and the responsible departments for each tag.

Adding a tag to a ticket

Tags are added to tickets automatically if they fit the conditions.

For example, a client contacted you and selected VMmanager 6 in the Service field. An appropriate tag is automatically added to his/her ticket.

To add a tag to an already created ticket, enter Support → All tickets → select the ticket → Open button → specify the Tag group and Tag below the message field.

The ticket tags are displayed in the general table of tickets and filtering by them is available.

Reports

To create a report:

Enter Provider → Reports → select Report on the allocation of tickets by tag → Print button.
Select the required parameters and press the OK button.

To navigate through the created report, press on the Tag group name.