✏️Service tags

Service tags help administrators uniformly record and manage the reasons customers reach out.

No matter which channel customers use to contact us, the same tags can be used for categorization, making follow-up statistics and data analysis easier.

Settings

Located at the upper right of the list, “Add Service Tag” can be used to create new records. In addition, each existing record has an “Edit” button. After you click it, you will be taken to the content editing page, where you can edit or add related information.

Basic

Enter the main editing interface, which displays the fields that make up the basic settings. The field list is as follows:

Category settings:

Required	Name	Description
	Enabled	Choose whether to enable it. If it is not enabled, the agent will not see this category and its service tags in the current service screen under “Service Desk.”
	Category name	Enter the name of this category. This is required.

Add Service Tag:

Required	Name	Description
	Whether to enable	Choose whether to enable it. If it is not enabled, the agent will not see this item when in “Service Desk.”
	Service tag category	Enter the name of this category. This is required.
	Service tag name	Enter the name of this tag. This is required.
	Description	Service result notes field.
	Associated channel category	If a “channel category” is set, this item will only be displayed when the customer comes in through the related “channel category.” If no specific setting is needed, you can leave it blank.

Scenario simulation

After the settings are complete, you can use the “scenario simulation”above the list to simulate the screen that service staff actually see in “Service Desk” .

In the scenario simulation, you can also switch between different “channel categories”to confirm whether the configured service tags are displayed correctly.