Support Tickets: Priorities and Tags

What are Support Ticket Priorities and Tags?

Priorities and Tags provide an easy way for you to have a quick reference point for internal Users or to group tickets by type. 

How do I create/manage Priorities in Support Tickets?

You can access the Priority Settings for Support Tickets by navigating to Support on the left side menu. This will load the Support Ticket Toolkit. 

You then can click the 3 dots next to Support and select Manage Priorities, or you can select the Star Icon on the icon menu on the right. This will bring you into the Priorities settings where you can manage your priorities.

Editing Priorities: From the Priority settings you can click the Pencil Icon to rename/edit an existing Priority.

From the edit box you can rename and/or change the color of the priority (remember to click Save).

Deleting Priorities: You can also delete an existing Priority by clicking the relevant Trash bin Icon however the only Priority you cannot delete is the one that is set as the default Priority (the default priority will not have a trash bin visible).

Priority Order: You can change the order in which the Priorities appear by holding and dragging the Priority icon to move the Priorities into your preferred order.

How to create a New Priority

To create a new Priority click the + Add New Priority button.

Now add the name for your Priority and select a color by clicking the Priority Color box (either by clicking the grey box and selecting a color or by adding your preferred HEX code).

How do I add a Priority to a Ticket?

Your tickets will automatically come into the inbox with the default priority.  You can change the name and color of the default priority by editing it in the Priority Settings.

If you are wanting to change the Priority on the ticket click the Star Icon on the top of the ticket to add your preferred Priority as required.

How do I create/manage Tags in Support Tickets?

You can access the Tag Settings for Support Tickets by navigating to Support on the left side menu. This will load the Support Ticket toolkit.

You then can select the 3-dots next to the Support Title on the left side to open the menu and select Manage Tags OR you can select the Tag icon on the right menu.  This will bring you into the Tag settings where you can manage your tags.

How do I create a new Tag?

To create a new Tag click + in the Tag menu 

Alternatively, click the Tag icon on the right side and click the Add New Tag button;

Now add the name for your tag and select a color by clicking the Tag Colour box (either by clicking the grey box and picking a color or by adding your HEX code).

To organize your Tags, go to 'Manage Tags' by either clicking the three dots in the Tag menu on the left or by clicking the Tag icon on the right side.  

Tag Order: You can change the order in which the Tags appear by holding and dragging the Tag icon to move the Tags into your preferred order.  

Editing Tags: To edit the Tag, click the relevant Tag and then click the pencil icon to make your changes.

Deleting Tags: You can delete any custom Tag if you decide it is not required.  Click the relevant Tag and then click the Trash bin Icon.

How do I Tag a Ticket?

When you are in a Ticket you can use the Tag menu item at the top of the ticket to add your tag. Please note, you can add multiple Tags to one ticket if required.

How do I search for Tickets with a Tag or Priority?

To search for tickets with the same Tag or Priority, use the 'magnifying glass' icon on the right side and search for the Tag or Priority name;

Alternatively, you can click the Priority Name or Tag Name in the left side Menu to search for relevant tickets.