Tags, fields and views
Group tickets with tags, record facts with fields and build queues with views.
- TagsLabel tickets by topic so views, rules, macros and reports can find them, and keep the tag list tidy with descriptions, colours and merges.
- Ticket fieldsPartly availableRecord facts on every ticket, such as the contact reason or the product, make some of them required before closing, and use them in rules, macros and views.
- Views and sectionsBuild the ticket queues in the inbox sidebar, decide who sees each one, group them into sections, and choose which built-in views each agent keeps in sight.
- Filters for views and searchEvery condition a view's filter can use, what each operator means, and how to combine conditions with all, any and groups.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.