Service tags

Overview

The "Service Tags" feature allows administrators to create multiple commonly used reasons for customer contacts, such as "Return" and "Specification Inquiry," so that agents can quickly select and record the corresponding reason when handling customers.

At the same time, these records also provide valuable evidence and reference information for managers, helping improve the efficiency and accuracy of customer service while better understanding customer needs and challenges.

Settings

Before setting up a single service tag item, we first need to add the related category.

For example, reasons such as "Return" and "Inventory" can be categorized under a category named "Products." This helps organize and manage service tags more clearly, and also allows agents to distinguish and select them more quickly.

Next, click the reason list below to add or edit:

1. To add a reason, click the "Add" button, then enter the new reason name. If needed, you can also choose to categorize it under a specific category.

2. To edit a reason, find the reason you want to edit, click "Edit" or the relevant option, and then make the corresponding changes, such as changing the reason name or adjusting its category.

Field	Description
Enabled	If not enabled, agents will not see this item as selectable on the "Help Desk" interface.
Category	The category to which this service tag item belongs.
Name	The display name of this service tag item.
Description	Enter additional notes.
Channel Category	When a "Channel Category" is specified, this item will only be displayed when the service source is that "Channel Category" and the corresponding channel.

Once you have finished modifying the relevant items, online agents will automatically apply the new settings within 3 to 5 seconds. If agents do not see the changes after a short period of time, it is recommended to log out and log back in to refresh the cache and ensure the new settings take effect.

Recommendations

Using simple and clear names and avoiding duplicate options is a very effective setup method. It helps agents select the needed reason more quickly, improves efficiency, and reduces confusion. For example:

1. Use simple and clear names: Make sure service tag names are easy to understand, such as "Return" or "Warranty." Avoid using overly complex or vague names so that agents can quickly identify service tags and reduce wasted time when selecting them.

2. Avoid duplicate options: When setting up service tags, make sure to avoid duplicate options. Duplicate options may cause confusion and unnecessary selections. Through careful review and consolidation, ensure that each service tag is unique, avoiding divided attention and repeated actions for agents.

This setup approach will help you build a clear, intuitive, and efficient service tag list, enabling agents to quickly select the appropriate reason, improve work efficiency, and ensure data accuracy.