Almost all the help desk software come with a Tagging feature – a provision to tag related support queries or requests with keywords. Tags are extremely helpful in adding context to your support tickets and also assist greatly in identifying and organizing tickets.
You can do wonders with Tags. But unfortunately, some help desk software imposes tagging restrictions and thereby does not allow the support agents to use tags to its fullest potential. One of them is the provision for support agents to add a new tag or to edit a tag on a closed ticket.
The help desk software should allow the support team members to modify the tag information after a ticket goes to “closed” status. Mentioned below are a few use cases for businesses to modify the tag information on a closed ticket.
1. Reporting and Analytics
Tags generally have a life outside of the ticket lifecycle. Most help desk software freezes a closed ticket, not allowing you to add more context to the tickets by adding a new tag or modifying an existing one. i.e., Tickets are rendered read-only once closed. These kinds of tickets often hold insufficient information. The inability mentioned above can greatly impact on reporting. It can skew your business’ analytics.
Tagging helps you group or segregate data for reporting. For instance, you may have tagged customer tickets with the corresponding account manager’s name. The account managers associated may change periodically. Hence, you would want to revisit the closed tickets and change the tagged account manager’s name so that when you create views based on the account manager’s name, accurate information is displayed.
2. Grouping and Organizing Tickets
You may have been resolving a particular issue for the past three months, and now you can recognize a common pattern or a trend on those closed tickets and tag all those tickets into a bucket. You cannot go through a large volume of tickets every time to find the exact resolution that worked for your customers. Identifying them once and tagging those tickets will be the savior. You could convert them into a public forum post or a knowledge base article for your customers to refer to.
3. Modify Tags added by Third-party Integrations
Your help desk system might have integration with apps like Jira. You can add a setting where it can automatically add a pre-defined tag to your tickets while closing them. In the future, if you want to revisit those tickets and modify or delete the automatically added default tags, you will have to let go of the automatic ticket tagging functionality or modify the tag on those closed tickets. Choose a help desk software that helps you achieve it.
4. Modify or Delete Deprecated Tags
When any of your agents use a wrong tag or misspell a tag, it gets saved and remains on your help desk system forever. These misspelled tags show up for your support agents while replying to your customer tickets. There is a high chance that the agents can choose the wrong tag. E.g., “Sales” and “Sale” tags may convey different meanings to a ticket. It adds a lot of confusion and encourages mistakes and not stop them.
Support team members generally agree upon using a list of keywords for tagging. But at times, they add random tags and close the tickets. Over time, these tags become excess and get accumulated in your help desk system along with the closed tickets.
When things change, you may edit or delete the old, unused, or deprecated tags from your help desk system.
Editing or deleting those excess tags will not further encourage its use from the auto-complete options.
5. Merging Tags
When you work with a large number of support team members, it is very natural for mistakes to crop up. Merging a ticket is a part of the ticketing system activity. When you merge a ticket, the child ticket gets merged with the parent ticket, and the former gets closed automatically. All the agents can’t remember about tags before merging a ticket. Hence, the help desk should allow the agent to modify the tag information after the tickets are merged.
Bottom line
Adding or modifying tags to a closed ticket is a useful feature to organize the historical data in your company. If your current help desk software forbids you from doing it, you can consider switching to HappyFox Help Desk. You can mass import all of your data from other helpdesk software and achieve the functionalities. Our support team can help you do it in minutes.
A help desk software should also contain the logs of the ticketing actions on the ticket so that it solves the legal perspective of not altering a closed ticket. HappyFox Help Desk provides you all the necessary audit logs inside the ticket.
Here is a quick video explaining how you can easily add tags to your tickets inside HappyFox Help Desk Software.
HappyFox Help Desk allows you to add tags to a ticket in three different ways,
- Manual addition
- Through Canned Actions
- Through Smart Rules
The settings are customizable. You can modify the settings and restrict agents from adding, removing, or modifying the tag information.
This feature is available in all our pricing plans. Organize your ticket data effectively using HappyFox Help Desk for accurate reports and analytics.
Should you have any queries on tags or any other feature in HappyFox, feel free to get a one-on-one hands-on demo of our product.
