Customer Tags

Customer Tags are an easy and flexible way for you to categorize your customers beyond the filtration methods we already offer, to help empower you to develop more dynamic ticket automations and robust filtering for your customer saved searches.

Table of Contents

Customer Tag 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.

Customer Tags - Create

  • Allows you to create new Tags

Customer Tags - Delete

  • Allows you to Delete Tags

Customer Tags - View

  • Allows you to see Customer Tags in the various places of the app

Customer Tags Overview

Creating Customer Tags

Customer Tags do not need to be created in the Admin settings before using them on customers.

To create 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.

For example, on the Customer Detail page in the left-side Overview section:

You’ll also notice that when you click into the field and begin to type, you will see two sections - Recent Tags and All Tags.

Recent Tags - Your most recently used Customer Tags, scoped to your user activity.

All Tags - This is a list of tags based on matching the text entered in the search. All customer tags include any tag associated with at least one customer on your account.

NOTE: Tags are designed for internal use. Your customers cannot see the tags you create.

Deleting Customer Tags

To delete a tag, simply click into the Customer Tag input area and select the ‘X’ to the right of the individual tag. Alternatively, you can click the 'X’ at the upper right of the field to clear all tags on the Customer.

When a tag no longer exists on any Customers 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 customer.

Tags in Customer Create and Edit

A new Tags section has been added to the Customer Create and Edit pages.

When creating a new customer, any Tags added in the Tags field will automatically be associated with the customer after they are created and can be visible from the Customer Detail page.

Tags in Customer Detail

If you have the correct corresponding Security Permissions then you will see a Tags field in the Overview section of the Customer Detail. It has the same functionality as the Customer Create and Edit page.

You can search for Tags in this field. The same “select” and “create” methods apply as described in the Customer Create section.

Customer Tags in Bulk Customer Actions

We’ve added the ability to edit tags in bulk from the main customer index. Simply select at least one customer using the multi-select option on the index page and select ‘Bulk Actions’ in the upper-right of the index page to manage them.

Current Tags in Customers: This field will populate all tags associated with the customers you bulk selected. From this field, you can remove any of the tags you’d like.

Given the ‘Current Tags’ field is an accumulation of tags across many customers, when deleting a tag from this field, we’ll only delete the tag on customers where the tag is associated with them. We’ll skip any customers where the tag isn’t associated.

Add New Tags to Customers: Entering tags into this field will add this tag to all of the bulk selected customers after selecting ‘Update Records’.

If the tag you’ve entered is already associated with one of the customers you’ve selected, then we’ll simply skip this when bulk applying the tags.

Given we allow up to a maximum 50 tags on a customer, if one of the bulk selected customers already has a maximum 50 tags associated with it, then we’ll skip adding this tag to the customer when performing the bulk action.

Customer Tags in Customer Saved Search

We’ve added the options ‘Customer Tags Includes’ and ‘Customer Tags Excludes’ to Customer Saved Search. So, you can easily filter your main customer list based on tags you assign to your customers.

Default Technician Assignment Using Customer Tags and Real Time Automation

In conjunction with our new Real Time Automation trigger ‘Ticket Created’, Customer Tags are a great way to create automation rules that automatically assign new tickets submitted by customers to dedicated technicians.

Say you have a large client that you want to ensure is taken care of by one of your top technicians whenever they run into an issue. Whenever this client submits a new ticket, we want to ensure that our top technician Frances is assigned to their ticket.

As a first step, we’ll add a Customer Tag to the customer record for Artest Industries called ‘francis account’:

Now, we’re going to create a corresponding Real Time Automation rule that automatically looks for the ‘francis account’ tag on customers submitting tickets.

So, we’ll create a condition in the automation ‘Customer Tags’ > ‘Includes’ > ‘francis account’. Then, we’ll create an action in the automation rule that assigns tickets that match this condition to our technician Frances:

Now, when the example client Artest Industries submits a ticket, or for any of our other clients with that ‘francis account’ customer tag, 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, ‘francis account’, this flow is completely flexible and you can use any tag naming convention you’d like so long as the customer tag name is referenced in the automation as it appears on your customer records.

Leveraging Customer Tags to flag VIP customers and driving automations

Similar to the example above, say you wanted to flag your VIP clients 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 largest clients using customer tags.

Now, with this tag associated with our VIP client, we can create an automation rule that looks for this customer tag when client’s 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:

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