Tags

What are tags?

Tags help your team label & organize tickets at a more granular level than categories and track trending topics. For example, you might have assigned a 'Technical Support' category to a ticket, but then add a tag that specifies the exact issues e.g. sign-up-bug.

Tickets can only have one category assigned to them at a time, but can have multiple tags.

Advantages of using tags & example use cases

These are some of the may use cases for tags;

• Create a custom view based on a tag: You can create a custom inbox view that filters only for tickets that have a certain tag

• Analytics & reporting: within Mava's analytics section you can analyze trending support issues using tags

• Run ticket automations: you can run an automation on all tickets that have a certain tag. For example, once an issue has been resolved you could instantly bulk message all tickets that have a certain tag.

How to add a tag to a ticket?

To add an existing tag to a ticket press the tag icon in the inbox reply field.

How to create a tag?

Tags can only be created and managed by team admins.

Tags can be created, edited and deleted from the Tags page within Mava or from the ticket inbox. If you don't see the tag you're looking for you can create one straight from the drop down within the inbox.

Where are tags visible?

You can view which tags have been added to a ticket under the 'Ticket Attributes' section on the top right of the support inbox.

You can also remove a tag from a ticket by pressing the 'x' on the right of each tag.