Tags are simply words or phrases you can use to add more connotation to Tickets. Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow.
Example You might want to tag all demands that are actually sales queries with a Tag like “sales” or “pre-sales”.
Note You can add multiple Tags to one Ticket.
When creating a Tag you can modify it as you like.
You might want to Tag all Tickets that are actually sales queries with a Tag like “sales” or “pre-sales”.
You might want to filter all Tickets that are actually urgent and pre-sales queries with a Tag like “urgent” or “pre-sales”.
LiveAgent offers a report of added Tags to all tickets from a specific time range. Individual entries can be sorted by time range, Department, channel and Agent. Tag report can be exported to a CSV file.
Use LiveAgent REST API to call values from Tag reports.