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We recommend setting SLAs and working hours before configuring tags, as well as defining Routing.
Tags allow precise organization and automated assignment of tickets. These can carry various attributes and be used flexibly to control routing. They are created in the Settings → Skills & Routing area. Here, hierarchical organization can be created to ensure structured classification.

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Types of Tags

Tags form the basis for ticket categorization. They allow tickets to be classified according to different criteria. The different types include: Skill Tags
These tags represent specific skills or areas of expertise such as billing or switching. If they are stored with an employee, tickets with these skill tags are automatically routed to the appropriate agents or teams. General Tags
In addition to skill tags, which relate to the skills of employees, further tag categories are available. Using these tags, tickets can be flexibly structured and utilized for automatic distribution:
General tags mark tickets, for example, to specifically support internal workflows and processes:
  • Tags for editing notes, such as ‘Review required’ or ‘Approval by boss’
  • Tags for service providers, such as ‘Service Provider 1’, ‘Service Provider 2’
  • Tags for further processing, such as synchronization errors with the backend
For companies with different brands or several organizational units (e.g. network and sales unit), these tags can be used to categorize tickets accordingly.
With product tags, multiple products, such as SLP, RLM, and Telecommunication, can be managed, and tickets can thus be assigned to respective products.
These tags mark specific characteristics at the customer level, such as “VIP” or “Legal dunning process underway”. Such tags help agents recognize important information immediately or forward tickets from certain customers specifically.
Similar to customer tags, these tags mark specific characteristics at the contract level, such as “high outstanding receivables” or “upselling potential”. These tags allow categorization and forwarding based on contract-specific attributes.

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Automatic Tag Assignment

Different detection methods are offered to assign specific tags to incoming tickets. The configuration of these assignment rules is done per tag. The following methods are available:
Machine learning algorithms are used to automatically assign tags based on patterns and historical data. The AI learns autonomously and continues to be trained through manual changes made by the employee.ExampleTraining data for customer concerns on the topic “Bank Details”:
Tags are assigned based on ticket, customer and/or contract attributes. Conditions can be linked as required.ExampleLinking of conditions for customer concerns for marketing purposes:
Tags are assigned when both methods apply.ExampleHere, tags are recognised when the AI training data applies, AND the customer’s message does not refer to cancellation or move:
Tags are assigned based on either of the two methods.ExampleHere, tags are recognised if the AI training data applies, OR the customer’s message does not refer to cancellation or relocation. The assignment would probably apply to many cases here:
Tags are assigned based on the channel through which the ticket is received. If, for example, the channel “Portal” and “Email” are defined, the tag will only be recognized for these two channels. Tickets with the input channel “Letter” are excluded from the assignment here.
Similar to “Channel”, tags are assigned based on the subchannel through which a ticket was received. Subchannels can be special email mailboxes, chatbots or telephone lines.
Tags are assigned exclusively manually by the processor.

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Further Configuration Options

Additional settings allow even more precise control:
  • Visible / enabled: These tags are automatically assigned and can be seen by every employee on the ticket
  • Not visible / disabled: These tags are no longer automatically assigned and are only visible on already tagged tickets
  • Private / internal only: These tags are automatically assigned but are only recognizable by employees with the “Show private tags” permission
The complexity determines which tag should be considered decisive for evaluation purposes if several tags have been assigned to a ticket. The tag with the highest complexity (“specialist topic”) is used as the primary tag.
To give priority to tickets with certain tags, it may be necessary in certain cases to adjust the routing priority. This allows the ticket processing process to be aligned to individual requirements.The higher the priority, the quicker the ticket is assigned to an agent at the same deadline and can be processed preferentially.
To check whether the configured recognition of a tag works properly, test cases can be stored. After entering a ticket ID, press the “Playback” button. The result of the test is displayed immediately below.