This article describes how agents can add tags to tickets. Adding tags to a ticket can help provide more context for the request so that tickets can be viewed and tracked based on their topics/categories.

Adding tags to tickets

Currently, we have five sections for ticket tagging.

• Connection indicates the method of communication used in connecting to the support agent or customer. It could be by Phone, Email, Facebook, SMSBump (application used in Shopify), Kickstarter, or Indiegogo platform. Just select the appropriate connection and it will automatically be added to the tags field. 

• Under Phone, there will be an option to choose whether it's Incoming, Outgoing, Return, Text. Currently, we're only using the Incoming (Inbound calls) and Outgoing (Outbound calls) options. 

• Under Email, we also have the Incoming (Emails/tickets received) and Outgoing (Follow-up emails) options.

• The Product section has a list of products available on the Sierra Madre website. Just select the product that is listed on the customer's order on Shopify.

• Crowdfunding. This is how some customers backed our previous projects specifically the Ember and Hot Pocket. We used Kickstarter and Indiegogo for this one. If the customer is a backer (It should be verified on the Crowdfunding sheet) then this option should be selected along with the product they backed. 

• General. This is used for general inquiries. Under the Internal Customer option, it gives you a list of the third-party services we use. You select this option if we get in touch with them or vice versa.        

• Order. This section pertains to order-related concerns. Select the appropriate option based on the customer's concern. 

After selecting the tags, it should show on the tags field as shown below once the ticket is created.