Routing & Tags
Tag Configuration
Types, detection methods, and additional options
Tip
Before configuring tags, we recommend setting up SLAs and working hours, and defining routing.
Tags enable precise organization and automated assignment of tickets. They can carry different attributes and be flexibly used for routing control.
They are created in the Settings → Routing and Tags section: in the "Skill Tags" or "General Tags" tile. They can be organized hierarchically here in order to ensure structured classification.
Types of Tags
Tags form the basis for ticket categorization. They make it possible to classify tickets according to various criteria. There are differences between the following tags:
Skill Tags
These tags represent specific skills or special areas such as billing or switching. They are created in the "Skill Tags" tile. If they are stored for an employee, tickets with these skill tags are automatically routed to the corresponding agents or teams.
General Tags
In addition to the skill tags, which refer to the skills of employees, there are other tag categories available. They are created in the "General Tags" tile, which is divided into five sections. These tags can be used to structure tickets flexibly, mark them and use them for automatic distribution:
Automatic Tag Assignment
We offer various detection methods to assign certain tags to incoming tickets. The configuration of these assignment rules is done per tag. The following methods are available:
Additional Configuration Options
Extra settings facilitate even more precise control:
Warning
Tags for Spam
If an email is recognized as spam, enneo replaces the detected tags with the spam tags from Settings → General → Spam detection ("Assign tags on spam detection" field). If no spam tags are set there, the detected tags are kept. Spam tickets are also closed automatically.