As an addition to our Customer Tags system, Contact Tags are an easy and flexible way for you to flag your customer contacts with meaningful tags to help drive your helpdesk automation in Syncro.
When used in combination with Ticket Automation and Ticket Views, Contact Tags allow you to develop more powerful Ticket Automations than ever before, including the ability to automatically assign incoming tickets to specific technicians or ticket views based on the tags preassigned to the contact submitting the ticket.
- Adding Contact Tags to new and existing Contacts
- Deleting Contact Tags
- Contact Tags in Ticket Automation
- Contact Tags Security Permissions
- Example Use Cases
Adding Contact Tags to new and existing Contacts
Designed to be created and managed on the fly, contact tags do not need to be created in the Admin settings before using them on contacts. Contact tags can be added to new and existing contacts from the ‘Contact Tags’ field on your customer contacts:
To add a new tag, you can simply begin typing the tag in the input field and click the ‘Enter’ key or select the option to “+ Create” the new tag in the drop down. Once your tags are set, select ‘Save’ in the upper-right of the contact detail page for the changes to take effect.
When you click into the field and begin to type, you will see two sections - Recent Tags and All Tags:
Recent Tags - This will return any contact tags recently created or added to a contact by you.
All Tags - This will return an alphabetically sorted list of all contact tags associated with your customer contacts created by you or anyone else on your team.
Deleting Contact Tags
To delete a contact tag, simply click into the Contact Tags input area and select the ‘X’ to the right of the individual tag. Alternatively, you can click the ‘trash icon’ at the lower right of the field to clear all tags on the contact.
When a tag no longer exists on any contacts on the account, the tag is deleted and will no longer show up in your “Recent” or “All” tags.
Tags cannot be reinstated once deleted, they must be recreated and added to at least one contact.
Contact Tags in Ticket Automation
To use contact tags in your Ticket Automations, you’ll want to select the automation condition called ‘Contact Tags’.
When selected, you’ll be able to choose between ‘Includes’ or ‘Excludes’ operators. In the tag input field, you can specify which contact tags you’d want included or excluded for the condition to return true and run the automation actions you define.
Please note that that if a ticket does not include an assigned contact, then this condition will return false. If you’d prefer that your automations conditionally run regardless of whether a contact is assigned to a ticket, then you’ll want to use Customer Tags and the automation condition ‘Top-level Customer Tags’ to ensure the condition is always considered regardless of whether a contact is assigned to the ticket.
Contact Tags Security Permissions
We have added 3 new Security Permissions to Admin > Security Groups. These permissions will be inactive by default and will require an Admin to activate them for the Security Group.
Contact Tags - Create
- Grant this permission to your security groups to allow your techs in the group to create new Contact tags on the Contact detail page
Contact Tags - Delete
- Grant this permission to your security groups to allow your techs in the group to delete Contact tags on the Contact detail page
Customer Tags - View
- Grant this permission to your security groups to allow your techs in the group to view Contact tags on the Contact detail page
Default Technician Assignment Using Contact Tags and Real Time Automation
Designed to work seamlessly with our Real Time Automation trigger ‘Ticket Created’, Contact Tags are a great way to create automation rules that automatically assign new tickets submitted by your customer contacts to dedicated technicians.
Say you want to ensure a top Customer of yours is taken care of by one of your highest-performing technicians whenever they run into an issue. Whenever this client submits a new ticket, we want to ensure that our top technician Mike is assigned to their ticket.
As a first step, we’ll add a Contact Tag to the contact record called ‘assign to mike’:
Now, we’re going to create a corresponding Real Time Automation rule that automatically looks for the ‘assign to mike’ tag for assigned contacts submitting tickets.
So, we’ll create a condition in the automation ‘Contact Tags’ > ‘Includes’ > ‘assign to mike’. Then, we’ll create an action in the automation rule that assigns tickets that match this condition to our technician Mike:
Now, whenever this example contact— or any contact assigned this tag— submits a ticket, these tickets will automatically be assigned to Francis moving forward without the need of manual assignment.
Note: While in this example we used the tag, ‘assigned to mike’, this flow is completely flexible and you can use any tag naming convention you’d like so long as the assigned contact tag name is referenced in the automation as it appears on your contact records.
Leveraging Contact Tags to flag VIP contacts and drive automations
Similar to the example above, say you wanted to flag your VIP contacts to ensure any tickets they submit generate internal team alerts and are assigned to a dedicated ticket board for triaging incoming VIP issues. To get started, we can introduce a ‘vip’ tag on our top contacts using contact tags.
Now, with this tag associated with our VIP contact, we can create an automation rule that looks for this contact tag when your customers & contacts submit tickets. In our automation actions, we’ll make sure the ticket gets tagged ‘vip queue’ and we’ll also generate an alert in our Microsoft Teams account to ensure our team is notified that a new VIP ticket has been submitted:
Lastly, we’ll want to ensure that we have a dedicated ticket view configured for our Vip Queue. The view looks for any ticket with the tag ‘vip queue’ associated with it:
Now, anytime our VIP customer submits a ticket, our team will automatically be notified in our Microsoft Teams account and the ticket will post in our dedicated VIP queue
