Tagging Tickets in SmarterTrack

Idea shared by Speednet - 7/20/2019 at 7:45 AM

Under Consideration

In SmarterTrack I would like the ability to add Tags to Tickets, just like you can add Tags to community threads/posts. This would allow us to search for past tickets by type or other classification, which we can't seem to do right now. This would be a huge productivity boost for us.

5 Replies

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Employee Replied

7/22/2019 at 10:38 AM

Employee Post

Hello Speednet,

You may be able to accomplish what you need by leveraging Custom Fields within SmarterTrack. This Knowledge Base article outlines how to create and use them:

https://portal.smartertools.com/kb/a2535/create-and-use-custom-fields-in-tickets.aspx

Speednet Replied

7/22/2019 at 11:22 AM

We currently use Custom Fields already, and they would not really be applicable because they don't work the same as tags.

Tags work because when a new tag is created, it becomes available for selection by the next agent. Custom Fields would simply allow raw text to be entered into an entry space. An agent is not constricted to certain tags or prompted when a tag exists, etc.