Not all online customer queries are created equal. Some customers may send an email asking for information on a product they would like to buy, while other customers may have a shipping question or special handling request for a package. Different departments can be separated in LiveAgent, but how can a company create different tickets within the same department, to better separate customer topics? The solution to better service ticket organization is the Tags feature integrated into LiveAgent.
Perhaps you would like to create different service tickets within the same department to better organize large quantities of customer email. Tags allow easier workflow management by either assigning tickets automatically (by using rules) or manually. You have the option of creating a new tag for each email, without the hassle of navigating out of the current ticket. You can also use tags that were created previously, as well as search for previous tickets simply by looking up the tag.
To create tags navigate to the Configuration tab in the upper-right of the screen and click on it. Afterwards, click on the drop-down arrow beneath the Configuration tab. Choose Tags from the drop-down menu. Now, you can create a tag by clicking Create. The tag is now created to be used as desired.
Tags can also be created within the ticket. When you are in a ticket viewing a message, click the “+” icon directly beside the Default button. Clicking the “+” icon will show a drop down box that contains the tags: presale, issue, support, and a box for creating a custom tag name.
