[Blog] Importance of Request tagging
Tags are words or a combination of words that can be used to tag similar requests with keywords and group them together.
Most helpdesk software comes with a tagging feature but not all use this handy feature to itβs fullest potential.
This feature can be helpful in numerous ways, below are the two factors why is this substantial to a helpdesk team,
Guidance in Quickly Answering Questions β As a helpdesk technician, your salient goal is to easily and quickly clear those tickets as efficiently as you can. This request tagging feature will greatly help you find how another tech dealt with a specific problem by simply clicking the tag and all the information is there. You can also filter and perform advanced searches within a set of tagged tickets.
Identify Stellars β Helpdesk specialists are the consummate Jacks and Jills of all trades, but sometimes techs really excel in one area. If, as a team manager, you notice that some techs are really killing it on answering tickets with a certain tag, you can use automation to make sure other similar tickets are assigned to them so they can work their magic on them, too.