Tags are a great way to organize the Mailbox give your customer support process more structure

01 Creating a Tag

  • Select your avatar in the top right-hand corner
  • Go to Settings  Smart Tools Tags

  • Click the ‘+ Add Tag’ button in the top right- hand corner
  • Enter the following fields:
    • Tag name
      The name of the tag
    • Colour
      A colour to distinguish this tag from the rest
    • Icon
      An icon to distinguish this tag from the rest
  • Click 'Save'

02 Getting to Tags

  • Go to Dashboard Mailbox Tags 
  • Click on the Tag name to view all associated tickets 

03 Mailbox shortcut 

Once the tag is created, you can create a pinned filter
This will appear on the left hand nav of your Mailbox, allowing you to quickly access the Tags and view the associated tickets

  • Select the filter icon  Create new filters
  • Select the channels you wish to include 
  • Go to Tags Include select the tag/s
  • Click 'Save' 
  • Name the filter
  • Select the 'Public' checkbox if you wish the filter to be available for all users
  • Select the 'Pin to sidebar' checkbox to make the filter available in the Mailbox

You can find the filter shortcut inside the 'Pinned filters' section on the left-hand nav of the Mailbox
To find out more about the eDesk Filters, click here

04 Assigning Tags

Assign tags manually from inside the ticket, automatically using rules or at a channel level 

  • Inside the ticket
    • Select the Tag icon and choosing from the list
  • Automatically
    • Create Rules to assign tags as messages are received
  • Per Channel
    • Go to Settings → Mailbox Settings → Channels → select the channel → Mailbox tab →  Associated tags

You can also assign Tags in bulk by selecting the checkbox on the ticket list and choose 'Assign tags' form the Bulk Actions menu