Marking the tickets with tags in a helpdesk is required to quickly identify the tickets. Spiraldesk uses two methods to do it
- Automatic Tagging
- Manual Tagging
This option enables the incoming tickets to be automatically tagged with strings based on content matching. The tags can be added from Settings --> Automatic Tags
The contents and the subject may be scanned separately.
The tags then appear on the ticket screen
The tickets may be manually tagged from the ticket view page .
The ability to add tags in a ticket or from settings is determined by the user roles.