How to Create and Manage Tags
Hello! Let's explore how this feature can improve the efficiency of Head Office users when handling requests.
In communications initiated on Yungas — whether through tickets, demands, or announcements — you can use Tags, which are identifiers for processes or stages of service. They help categorize and organize requests.
🔸 Tag to Identify the Service Stage
Example of using a Tag during an ongoing conversation.
Step 1 — Accessing the Tags Page
Go to Settings >> Departments, select Tags, and then click New Tag.
🚨 Attention! Only users with the Master role can create and manage Tags.
🔸 Tag Information Columns
On the Tags page, the following information is displayed:
Tag name;
Number of uses;
User who created the Tag;
Creation date and time;
Actions: edit or archive Tags.
🔸 Tag Search Tools
Search: search by keyword.
Filter: filter by active or archived Tags.
Step 2 — Creating a New Tag
🔸 Go to Settings >> Departments >> Tags.
🔸 To start creating a Tag, click New Tag.
🔸 Enter the Tag name, which should identify a process step or service stage. Then click Save.
IMPORTANT: You cannot create a Tag exclusively for a specific department. If you need to identify a department, include this information in the Tag name itself.
Example: "Waiting for Accounting Response [HR]"
🔸 The Tag has been created successfully! A confirmation message will appear on your screen.
Step 3 — Editing a Tag
🔸 Go to Settings >> Departments >> Tags.
🔸 To edit an existing Tag, click Edit in the Actions column.
🔸 To complete the changes, click Save.
Done! The Tag has been successfully updated.
Step 4 — Archiving a Tag
🔸 Go to Settings >> Departments >> Tags.
🔸 To archive an existing Tag, click Archive in the Actions column.
🔸 After clicking Archive, a warning will appear indicating how many tickets are linked to that Tag.
The warning explains that the Tag will remain linked to the tickets where it is already being used, but it will no longer be possible to add it to new tickets.
If you want to proceed, click Archive.
Step 5 — Unarchiving or Deleting a Tag
🔸 Go to Settings >> Departments >> Tags.
🔸 Use the search filter and select Archived.
🔸 To unarchive an existing Tag, click Unarchive in the Actions column.
🔸 After clicking Unarchive, a confirmation warning will appear. To proceed, click Unarchive again.
🔸 To delete an existing Tag, click the trash icon in the Actions column.
A confirmation message will appear. If you want to proceed, click Delete.
Step 6 — How to Use Tags
🔸 To use a Tag, open the chat of a ticket, demand, or announcement and click the View Tags icon.
🔸 After clicking View Tags, select the Tag or Tags you want to use.
You can use more than one Tag at the same time.
🔸 Done! After selecting the Tags, a numbered icon will appear indicating how many Tags are being used in the ticket.
Step 7 — How to Find Tickets Using Tags
🔸 To manage requests through Tags, access the Inbox module.
Use the Tags filter and search for the Tag associated with the tickets you want to find.
You can select more than one Tag at the same time.
🔸 After selecting the Tag, all tickets linked to it will be displayed.
⚠️ Important!
If the Tags filter is not available in your Inbox, it means it has not yet been enabled.
To enable it:
Click the Manage Filters icon.
Enable the Tags filter and remember to click Save.
Done!
Still Have Questions? 🤔
Contact our Support team through the Message icon.
⌚ Support hours: 9:30 AM to 5:30 PM.