Tags are a great way to organize the Mailbox, giving your customer support process more structure. 

Using the right Tag 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.

01 How to create a Tag?

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

1. Go to Settings → Smart Tools → Tags

2. Click the + Add Tag button in the top right-hand corner and enter the Tag Name, Colour, and Icon of your choice to help you distinguish this tag from the rest.
Once you created and personalized your tag, click Save.

02 How to assign Tags to your tickets?

The easiest and fastest way to assign Tags is to do it manually from inside the ticket.

1. Select click on the ticket you wish to tag.
2. On the top section, simply click on the Tag icon and select the tag(s) you wish to apply. They will then automatically show on the top left of the ticket.
If you wanted to follow the same manual process but in bulk, you can select the tickets you wish to tag, click on the three vertical dots, and select Assign tags. 
Another alternative would be to tag based on the Channel, for example, assign the tag Amazon FR to the entire Amazon.fr marketplace. To do this, simply follow the instructions below:

1. Go to Settings → Mailbox Settings → Channels.
2. Select Amazon.fr and then Mailbox tab →  Associated tags and assign the tag we created Amazon FR
This means that any ticket coming from this channel would be automatically tagged with Amazon FR.

Pro Tip:  if you want to add Tags automatically, you can do it by creating Messaging Rules in your eDesk account. You can find out more about this process here.

03 How to view tagged tickets in the Mailbox?

Once the tag is created and you have a few tickets tagged, you can create a Pinned Filter in eDesk. This filter will appear on the left-hand side of your Mailbox, allowing you to quickly access the Tags and view the associated tickets.
After that simply hit the Save button, give your filter a Title and select Pin to the sidebar, so it will appear directly on your Mailbox. It will then show just fine on the side of your Mailbox so you can easily access all the Amazon FR tickets.
Pro Tip: You will be able to observe any tagged ticket directly on the Ticket Insights and find out their status in eDesk. To find out more, click here.

05 How to make Tags active or inactive?

The active/inactive tag system allows you to clean up the tags without actually deleting them. Making a tag inactive will ensure that it does not display on the lists of tags that show in multiple places throughout the product. 

You will no longer be able to search for the tag using the Filter option or assign the tag manually (via Bulk actions or inside the tickets). The inactive tag will still appear on the secondary nav.

Note: if deactivated, the tags will still show on the Dashboard and on tickets it was added to previously.

To deactivate a tag, go to Smart Tools → Tags and select the more options (three dots) on the tag you would like to deactivate.
Select De-activate tag and you will see the tag automatically appearing in the Inactive list.

Pro Tip: You can Activate the tag again in the same way. Simply select the tag in question in the Inactive section, click the more options (three dots) and Activate tag.

Please remember that Tags can be used in multiple places throughout the product:

  • Message rules. To find out more about this, click here.

  • Widgets. To find out more about this, click here.

  • User settings. To find out more about this, click here.

  • Channel settings. 

If a user tries to deactivate a tag that is used somewhere in the product, the confirmation pop-up will state that the Tag is in use. Otherwise, the user can just confirm that they want to deactivate it.
If the tag is deactivated, it will be removed from the settings. For example, if it is used in a Message Rule and is deactivated - the rule will match but the tag will not be added to the ticket. 

Further Readings

Interested to find out more about elevating your Customer Service with Tag Groups, click here.

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