Manage tags, colours and names

Tags power views, rules and reports. The Tags page keeps them tidy: one place to create them, colour them, rename them everywhere at once and remove the ones nobody uses.

Before you start

• Who can do this: owners and admins.
• Plan: all plans.

Step by step

1. Open Workflows > Tags.
2. Create: type a Name (such as "CC - Gift wrap"), pick a Colour and press Create tag. A message confirms Tag created.
3. Find: use Search tags…. Each tag shows how many tickets use it, or "No ticket uses it."
4. Rename: edit the name in its box. "Renamed on every ticket, view, macro and rule."
5. Recolour: press its colour button and pick a colour. A message confirms Colour saved.
6. Delete: press Delete and confirm with Delete tag.

What happens next

Changes apply everywhere at once. A renamed tag keeps all its tickets and its place in views, rules and macros. A deleted tag "is removed from n ticket(s). Views and rules that use it stop matching it."

Every change is recorded in the audit log.

Tidy-up routine

1. Search for near-duplicates, such as "refund" and "refunds", and decide which one to keep.
2. Renaming a tag to a name that already exists is refused, so move the tickets instead: in the inbox, search for the tag you want to drop, select all the results and use Tag selected to add the tag you keep.
3. Then delete the duplicate, and update any rule or view that used it.
4. Delete tags with "No ticket uses it." that nobody plans to use.

Tags and the rest of Hushdesk

Tags connect many parts of the product. Views filter by them, rules add and check them, macros add them when sent, SLA policies can target them and the Tags report counts them. Because renaming updates all of these at once, it is safe to tidy names at any time. Deleting is the only change that cannot be undone, so prefer renaming when unsure.

Tips

• "Tip: prefix tags by owner, e.g. “CC - ” for customer care."
• Give related tags related colours, such as reds for problems and greens for happy outcomes.
• Before deleting, check rules and views that use the tag.

Troubleshooting

"That tag already exists"

A tag with that name exists already, ignoring capitals. Use it, or pick another name.

"A tag with this name already exists"

You renamed a tag to a name that is taken.

"Name the tag"

The name is empty.

"Pick a colour"

Choose a colour before creating the tag.

"Invalid tag"

The tag was already deleted. Refresh the page.