How to: Setup email help desk tags

MyEmailDesk lets you define tags that can be applied to tickets, grouping tickets by common characteristics.

Tags are typically one to two words, describing a certain attribute of a ticket. For example: "Version 6.0", "System Crash", "Technical Problem" etc.

By using tags, you can produce sophisticated reports, analyzing how many "Version 6.0" tickets led to a "System Crash" for example.

Tags are invisible to end-users. Only system administrators can see which tags are assigned to a ticket.

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To setup help desk tags, login to your SoftwareProjects account, then click on the HelpDesk mailbox you would like to configure.

Click on the 'Tags' menu item and it will bring up the tags setup screen:




The tags setup screen allows you to create new tags and displays statistics about how many tickets have certain tags assigned to them.
Once you've defined tags, when replying to a ticket you will be able to specify which tags apply to that ticket:



To export all tickets with tag statistics, select 'Open tickets', 'Resolved tickets' or 'Closed tickets' and click on the Export icon at the bottom right corner -



The export file can be opened in Microsoft Excel. Having access to all ticket fields as well as corresponding tags, allows for sophisticated data mining.