💡 Purpose
If you believe an incident pertains to a particular department or staff member, you can tag them on the ticket. This saves time by directly informing them about the specific incident.
📍 Navigation
In the menu, simply go to Ticket Management and click on any ticket.
Tagging Departments
• At the bottom of the Ticket Overview, there is a section to “Assign to Department”.
• Select the dropdown menu and you’ll see a list of all your departments (see Team Management section).
• Click any department and all members will be alerted.
• All tagged departments will be displayed in this section for others to see which departments have been tagged.
Tagging Staff
• At the bottom of the Ticket Overview, there is a section to “Assign to Staff”.
• Select the dropdown menu and you’ll see a list of all your staff (see Staff Management section).
• Click any staff member and they will be alerted via their email and/or phone.
• All tagged staff will be displayed in this section for others to see which departments have been tagged.
Tagging Categories
Create as many custom category tags as you’d like (with custom colours) to help organize and classify your tickets. When a category is tagged on a ticket, we display it on the ticket itself and in the
ticket list.
This could be to classify cases, mark priority, create statuses, and a whole lot more. There are a lot of possibilities with the customization/flexibility.
@Mentions
You can mention any team member in a specific comment.
• When typing a note, type “@” and a list of all your staff will appear.
• Once saved, that staff member will receive an alert that includes the comment as well as an overview of the ticket.
Tagging Multiple Tickets
Tagging simplifies ticket management, allowing you to quickly assign responsibilities and stay organized, especially when handling multiple tickets on your dashboard.
To select multiple tickets, use the checkbox on the left side of the search bar. Clicking this box will select all tickets currently displayed on the dashboard.
If you only need to select specific tickets, hover over the side of each ticket and click its checkbox to choose only the ones you need.
Once tickets are selected, you have several actions available:
- Close selected tickets
- Delete selected tickets
- Tag a department – Assign a department to the selected tickets.
- Tag staff – Assign specific staff members to the selected tickets.
- Tag categories – Categorize the selected tickets.