Ensoras

Tags

Categorize and organize tickets with color-coded labels for filtering, reporting, and workflow automation.

Overview

Tags are color-coded labels you attach to tickets for categorization, filtering, and reporting. Tags can be added manually by agents or automatically through workflow actions.

Navigate to Help Desk > Tags in your project sidebar.

Creating Tags

  1. Navigate to Help Desk > Tags
  2. Click New Tag
  3. Fill in:
    • Name - A descriptive label (e.g., "Refund Request", "VIP", "Shipping Issue")
    • Slug - Auto-generated from the name, used internally. Must be unique within your project.
    • Color - Pick a color to visually distinguish tag categories
    • Description - Optional notes about when to use this tag
  4. Save

Suggested Tag Structure

Organize tags into categories for consistency:

Topic tags - What the ticket is about:

  • billing, shipping, returns, technical-support, product-question

Priority tags - Urgency markers:

  • urgent, vip, time-sensitive

Status tags - Workflow state indicators:

  • needs-review, pending-callback, escalated, manual-review

Source tags - Origin context:

  • repeat-customer, first-contact, social-media

Using Tags with Workflows

Tags are most powerful when applied automatically through workflow actions. Create an Add Tags action and attach it to a workflow:

  1. Navigate to Automation > Actions
  2. Create a new action with type Add Tags
  3. Select one or more tags to add
  4. Attach the action to a workflow

When the workflow triggers, Ensoras evaluates whether to apply the tags based on the conversation context. For example, a refund workflow might add refund-request and self-service tags when the order qualifies for automatic processing, or refund-request and manual-review when it requires human attention.

Tags are additive. Adding tags never removes existing ones from a ticket.

Viewing Tags on Tickets

Tags appear in two places:

Ticket list - Up to 3 tags display as colored badges next to each ticket. If a ticket has more than 3 tags, a "+N" indicator shows how many more.

Ticket detail sidebar - All tags are visible in the "Tags & Context" section with their assigned colors.

Filtering by Tags

Use the Tickets list to filter by tags. Combined with status, priority, channel, and date filters, tags help you quickly find specific groups of tickets.

Managing Tags

Edit - Update name, color, or description at any time. Existing tag associations are preserved.

Delete - Removing a tag removes it from all tickets. This cannot be undone.

Color options - Choose from preset colors (blue, green, yellow, red, purple, pink, gray) or pick any custom color using the color picker.

Best Practices

Keep tags consistent. Agree on a naming convention with your team. Use lowercase with hyphens (refund-request not Refund Request).

Do not over-tag. 10-20 well-organized tags are more useful than 100 granular ones. Tags should represent meaningful categories you actually filter and report on.

Let workflows do the tagging. Manual tagging is inconsistent. Set up workflow actions to automatically tag tickets based on conversation content.

Review tag usage. Periodically check which tags are being used. Remove unused tags and consolidate overlapping ones.

Next, learn about Email Rules & Macros for automated email handling.