Now that you’re an expert at creating tags, it’s time to show you how to use Tag Groups.

Using the right Tag Groups in your eDesk account will keep your Mailbox organized and save you time, ensuring you always find what you’re looking for right away.



Before you start

  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
  • The Tag Group feature would only be available on request. Feel free to contact the Support Team directly to get this added to your eDesk account.


01 How to create a Tag Group?

It's very simple to create Tag Groups, simply follow the instructions below:

  1. Go to Settings → Smart Tools → Tags.
  2. Click the + Add Tag Group button and enter the Tag Name.

Note: Tag Groups will not appear on the Tags screen until there is a Tag associated with it.

Once you created your Tag Group, simply select which tag you would like to add to this group by clicking on it and assigning a Tag Group.

In this example, we added our previously created Amazon FR tag into a Tag Group called Amazon Marketplace Emails. After setting up a Tag Group, we would advise you to follow the same process as above to pin Tag Groups to the sidebar and cleverly organize your Mailbox.

02 Examples of Tag Groups 

Following the same example, you will be able to create many different Tags and Tag Groups in your Mailbox. 

Here are some eDesk users favorites for inspiration:

  • Set Tag Group for each main marketplace and gather the tagged sub-marketplaces just below.

You would simply need to set up a Tag Group called ‘Amazon Marketplaces’ and create different tags for each channel: UK, IT, ES, BR, etc.. then simply assign the tags to the relevant tickets in the Mailbox.

  • Set a Tag Group for your marketplace and gather the tagged ticket types below.

You would simply need to set up a Tag Group called ‘eBay UK’ and create different tags for each ticket type: Returns, Shipping, etc.. then simply assign the tags to the relevant tickets in the Mailbox.

  • Set a Tag Group for your email channel to gather the tagged customer query types below.

You would simply need to set up a Tag Group named after your Email Channel and create different tags for each customer query: Order Change, Payment Received, etc.. then simply assign the tags to the relevant tickets in the Mailbox.

  • Set a Tag Group to highlight critical tickets.

You would simply need to set up the Tag Group of your choice and create different tags for important queries: Urgent, VIP, etc.. then simply assign the tags to the relevant tickets in the Mailbox.
Pro Tip: The more Tag Groups you create, the more efficient your Mailbox is going to be. 

And an efficient Mailbox, like the one below, means your Team will be more proactive as they’ll work on an organized platform where they’ll spend less time looking for specific tickets. 
Pro Tip: you can automatically tag tickets using a Message Rule, you can find more information about this here. We would highly recommend doing this to save even more time!


Further Readings


Interested to find out more about creating Tags in eDesk, click here.

If you would like to find out more about using Message Rule to automatically tag tickets click here.