Streamlining ticket management is crucial for smooth business operations. Custom tags are the game-changer here, transforming how tickets are organized and prioritized. Join us in this guide as we dive deep into harnessing the power of custom tags to boost efficiency and clarity in your ticketing system.
Here is a step by step guide to tag your tickets.
Where do I create tags?
- Log in to your Stomio manager account and navigate to Space > Tags. You will find two different tabs: Smart tags and Custom tags. Smarts tags are automatically assigned to your users and Custom tags are your personalized ones. Navigate to Custom Tags.
The Space menu, with Tags selected
How do I create a tag category?
- Look for the option to create tag categories in the bottom right corner.
- Click on Create Tag + a popup must appear.
How do I name and configure a tag category?
- Name your tag category descriptively, such as "Severity," "Priority," "Effort," etc.
- Determine the types of tags you want within this category. For instance, if it's "Priority," tags could be "High," "Medium," and "Low”.
- Tags can be applied in 2 sections of the app, users and tickets. Select the ones you want this category to apply to.
- Click Done to finish the process.
The Custom tags page, showing each tag category, its tags and whether it applies to users or tickets
How do I assign tags to users?
- Access the Users table under principal left navigation.
- Locate the user you want to assign tags to and select or multi-select the ones applying.
The Users table with a tag cell open on one tester, showing a checkbox for each tag in the category
How do I assign tags to tickets?
- Open the ticket you want to tag from the Tickets list in the left navigation.
- In the right panel, click the tag category you created, then select or multi-select the tags that apply.
A ticket with a Priority tag applied in its side panel
What can I do with tags?
- Organize your work: Tags act as visual cues, simplifying sorting and filtering processes, ultimately enhancing productivity by enabling precise allocation of resources and prompt resolution of diverse ticket-related challenges.
- Troubleshooting and Assistance: When creating tag categories, multi-select Users and Tickets. Assigning tags to users will automatically surface in their created tickets, providing valuable context for more effective assistance.
- Priority level: Tags like "High Priority," "Urgent," or "Low Priority" help immediately identify the urgency of a ticket
- Department: Tags specifying departments or teams like "Marketing," "Sales," or "IT Support" to route tickets to the right group for faster resolution.
- Custom status tracking: Stomio offers you 2 status “Open” and “Close” but you can always create your own for more personalization.
- Feedback type: Tags like "Positive Feedback," "Negative Feedback," or "Feature Suggestion" help in identifying tickets related to customer opinions or suggestions.