Ticket Tags

Ticket tags offer an easy way to visually group tickets in Mojo Helpdesk. Tags are fully customizable and can be used to track projects, organize tickets with a shared root cause, or flag items that require special attention.

Agents must have a manager or admin role to create new tags. Once created, all agents can apply the tag to a ticket.

To create a tag in admin settings

1. Click the grid icon on the upper right corner
2. Select Account administration
3. Select Tickets > Tags
4. Click on + new
5. Enter a label
6. Choose a color
7. Click save

To create and add a tag on a ticket

1. Open a ticket
2. In the right-hand detail panel, click on Tags
3. To create a tag, click create
   1. Enter a label
   2. Choose a color
   3. Click save
   4. The new tag will be automatically added to the ticket
4. Select the tags to add
5. Click done

To manage tags on multiple tickets

To add, replace, or remove tags from multiple tickets at once:

1. Go to a ticket list containing the desired tickets 
2. Select the tickets
3. Choose select action
4. Select manage tags
5. Select the desired action from the drop down: what do you want to do?
   1. I want to add these tags from the ticket selection
   2. I want to replace these tags from the ticket selection
   3. I want to remove these tags from the ticket selection
6. Choose one or more tags
7. Click save

Viewing tagged tickets

To ensure full tag labels are visible in ticket lists:

1. Go to a ticket list
2. Click the three-dot menu in the upper-right corner
3. Click on toggle tag label visibility

Tags will then appear directly in the ticket list, making it easier to scan and identify categorized tickets.

Tip: Clicking a tag will automatically run a search for all tickets containing that tag. Tag-based searches can also be saved for quick access later.

Reporting on tags

Managers and admins can use the Dashboard to track how tags are being used.

Dashboard metrics can be filtered by tag to show trends and ticket volume.