Ticket tags

Admin › Tickets › Tags lists the tags agents can put on tickets, like "Summer refresh" or "Board request". Tags are free labels: use them to find and group tickets across topics and types. Tags are shared by every department.

You can open the page with View ticket tags. To change anything you need Manage helpdesk settings, in the Helpdesk settings area of Admin › People › Roles.

AI triage can also add tags to new tickets, and a workflow can add or remove them.

Tag, topic, type or field?#

Tags are the loosest way to group tickets. Use one when nothing stricter fits.

| To group tickets by… | Use | Example | | --- | --- | --- | | What they're about | A topic | "Printing › Paper jam". AI sets it and it routes the ticket. | | The type | Its type | Issue, Outage, Question or Request. The same four everywhere, so reports compare. | | A value you'll ask for on every such ticket | A ticket field | A room number, a cause picked from a list. | | Anything that cuts across the others, often for a while | A tag | "Summer refresh", "Board request", "Building 3 renovation" |

For example, during a summer Chromebook refresh, agents tag every ticket about the swap "Summer refresh", whatever its topic (a broken device, a missing charger, a sign-in problem). In September, a Tag filter on Helpdesk › Tickets finds all of them for the report to the board, and the tag can be left alone for next year.

The list#

Search tags... filters by name. Select a column heading to sort by it, and Columns to show, hide or reorder columns.

• Name.
• Description.
• Visibility. Platform tags come with schoolOS and can't be edited. Account tags are your account's own.
• Usage. How many tickets have the tag and how many schoolAgent chat routes add it, like "8 tickets · 1 chat route". Not used when nothing does.

Select a row to edit it. The … menu at the end of a row holds Edit and Delete.

The list shows 20 at a time; change Rows per page or move between pages at the bottom.

Add a tag#

Select New tag. Type the Tag name and an optional Description, then select Add tag. Two tags can't share a name. To change a tag, select its row, make the change and select Save changes.

Tags in use#

A tag that's on any ticket, or that a schoolAgent chat route adds, can't be renamed or deleted; the confirmation says what still uses it. You can still change its description. Chat routes name their tags as text, so a tag is matched there by its name.

This keeps reports and filters honest: renaming a tag would silently relabel old tickets. If a name has to change, add a new tag and use it from now on.

Deleting a tag that isn't in use turns it off; it no longer shows in pickers.