Ticket Tags

Ticket Tags in Socialone help you organize and manage your support tickets efficiently. They work like labels you can attach to tickets — for example, Urgent or Need Attention — making it easy to filter and prioritize tickets based on their importance.

Overview links: Documentation Home · Settings Overview

Settings Quick Map

• Settings → Ticket Tags: create and manage tag labels.
• Settings → Assignment Rules: use tags as routing signals.
• Settings Overview

Where to Find Ticket Tags

1. Go to the left sidebar menu.
2. Click on Settings → Ticket Tags.
   • You will see all existing tags displayed at the top and in a table below.
   • Each tag shows its name, usage count, creation date, and actions available.

How Ticket Tags Help

• Categorization: Add clear labels to tickets, so your team knows what needs urgent attention.
• Filtering: Use tags to search and filter tickets faster.
• Priority Management: Highlight tickets that need immediate resolution.

Where Tags Appear

• Ticket creation and edit forms.
• Ticket list filters for quick segmentation.
• Assignment rules and workflows (optional).

How to Create a New Ticket Tag

1. Click the blue + Add Tag button at the top right.
2. In the Create Tag popup:
   • Enter the Tag Name (e.g., Urgent).
   • Select a Color to help visually differentiate it.
   • You'll see a Preview showing how the tag will look.
3. Click Create to save the new tag.
4. The new tag will appear in the tag list and can now be assigned to tickets.

How to Edit an Existing Tag

1. In the Ticket Tags list, find the tag you want to edit.
2. Click the pencil icon next to the tag.
3. In the Edit Tag popup:
   • Update the Tag Name or change its Color as needed.
   • See the updated Preview immediately.
4. Click Update to save your changes.

How to Delete a Ticket Tag

1. In the Ticket Tags list, find the tag you want to remove.
2. Click the bin/trash icon next to it.
3. Confirm the deletion.
   • Once deleted, the tag will no longer be available for tickets.

Additional Info on Tag Usage

• Each tag shows how many tickets it's used in (e.g., Used in 0 tickets if it hasn't been assigned yet).
• This helps you track which tags are active and relevant.

Common Blockers & Fixes

• Tag not appearing in ticket form: refresh the ticket page after creating the tag.
• Duplicate or confusing tags: standardize naming (e.g., use Urgent not URGENT).
• Cannot delete a tag: remove it from tickets first, then delete.

Next Steps

• Creating an Agent
• Analytics Overview

Need Help?

For assistance with ticket tags, reach out to our Support Team or visit our FAQ section.