Tags on users and organisations

Tagging an organisation once puts that tag on every ticket they raise, which is the cleanest way to treat accounts differently.

Tagging an organisation once puts that tag on every ticket they raise, which is the cleanest way to treat accounts differently.

Turn it on first

1. In Admin Center, click People in the sidebar and select Configuration > End users.
2. In Tags on users and organizations, click Enabled.
3. Click Save tab.

Add a tag to an organisation

1. Open the organisation.
2. Add the tag to its tags field.
3. Save.

Every new ticket from that organisation's users then carries the tag. Tickets that already exist do not change, which is the detail that catches people out on the day they turn this on.

Tags can also arrive from a bulk import of users or organisations, or through the API, so this does not have to be typed in one at a time.

What this is good for

• Service level. Tag the organisations on a premium agreement, and let your SLA policy read the tag.
• Routing. Send a particular customer's tickets to the team that knows them.
• Context for agents. A visible marker that this is a key account, without anyone having to remember.
• Reporting. Group tickets by customer segment.

Why this beats the alternatives

The information lives in one place. Change an organisation's tier and every future ticket follows, with no rule to update and nothing to remember. Doing the same with a trigger listing organisation names means editing the trigger every time a customer changes tier.

User tags too

The same works on individual users, for something true about a person rather than their company. Used less, but right where an individual needs different handling.

Keep the list short

Every tag on the organisation lands on every ticket. Three that rules read is a scheme; nine that accumulated over two years is noise on every ticket you will ever look at.

See also

• Turning tags on and off for your account
• Defining an SLA policy
• What an organisation is and when to use one