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 do I 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 complete the fields:

Tag Name: Enter a name for the Tag, e.g., Delivery query
Colour: Select a color for the Tag. This determines the color of the Tag in your team’s Mailboxes.
Tag Group: Select the Tag Group. Learn about Tag Groups here.
Icon: Select an icon for the Tag. The icon is displayed for the Tag in your team’s Mailboxes.

3. Once you have created and personalized your Tag, click Save.

02 How do I assign Tags to my 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 do I assign Tags to Live Chat?

If you're using eDesk's Live Chat, you can use Tags to categorize the chat tickets in your team’s Mailboxes. You can auto-assign Tags to all tickets created from the chat or contact form and/or guide your customers into selecting a Tag from a list to indicate the type of query they have. The ticket that's created from the chat or contact form will have the Tag(s) assigned.

Asking the customer to select a Tag
To display a list of Tags for your customers to select in the Live Chat or Contact Form window, follow the steps below.
The Tags list in the Live Chat and Contact Form windows.

  1. Create a Tag Group for the Tags in the list. See here for instructions.
    Note: The Tag Group name isn’t shown to the customer.
  2. Next, either create new Tags for Live Chat tickets, or if you already have suitable Tags, you can add them to the Tag Group.

    To create a new Tag for the Tag Group, follow the instructions in section 01 of this help file. In the Tag Group field, select the Tag Group that you created in step 3.
    Note: The Tag name is shown to the customer.

    To assign existing Tags to the Tag Group, find the Tag in the Active or Inactive tab and select the More Actions menu button at the end of the row for the Tag.
  3. Select Edit, and in the Edit Tag window, select the new chat Tag Group in the Tag Group field, and select Save

    Note: If the Tag is Inactive, you’ll need to select the More Actions … menu button at the end of the row and select Activate tag before it will show in the list in Live Chat. 
  4. Repeat these steps to add all the required Tags to the Tag Group.
  5. Now that you have the Tag Group all ready to go, you just need to add the Tag Group to the Live Chat.

    Go to Settings → Smart Tools → Widgets. You’ll see a list of all the Live Chat configurations that have already been created.
  6. Select the Live Chat that will display the new Tag list and select the Behavior tab.
  7. In the Customer Specific Tags field, select the Tag Group you’ve created for chat.
    In the second field, enter the heading for the Tag list in the Chat window and Contact form window, e.g. Please select an option.
    Customer Specific Tags field
  8. Don’t forget to select Save changes!
Auto-assigning Tags to all chat tickets
  1. Follow the instructions in steps 6 and 7. 
  2. Select the Associated Tags field and select the Tag(s) you want eDesk to assign automatically to all tickets that originate from a Live Chat chat or contact form. 
    Associated Tags fields
  3. Select Save changes.

04 How do I 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 do I 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 ... menu button 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 ... menu button 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.