Tag chats and tickets

Alicja Pawliczak
3 min read
updated: Oct 25, 2019

Tags are labels that you add to chats and tickets. They help you categorize and organize all customer communication in your LiveChat account.

You can use them to filter results in Archives and Tickets as well as narrow down data in Reports. For example, tags such as #bug or #complaint help identify weak points within your product.

Create a tag

Admins and the owner can create tags to be used by all agents. To create a new tag:

  1. Log in to LiveChat and go to Settings > Agent tools > Tags

Create a tag in LiveChat

  1. Enter a name for the tag. You can use up to 70 characters.

Name a tag in LiveChat

  1. Save it, by clicking on Add a tag.

Add a tag to tag list in LiveChat

You can edit this list by adding and removing tags any time you need.

Create a tag specific to a group

You can also create a tag for a particular group only. Only agents belonging to that group will see these tags. It’s quite handy as agents only see tags relevant to them, and don’t need to go through a never-ending list to find the correct one.

To create a tag for a specific group:

  1. Go to Settings > Agent tools > Tags
  2. Choose a group, using the drop-down list at the top of the page.

Create a group tag in LiveChat

  1. Enter a name for the tag.
  2. Save it, by clicking on Add a tag.
Admins and the owner see all tags regardless of the groups they belong to.
Admins and the owner see all tags regardless of the groups they belong to.

Add tags to chats and tickets

Adding tags in Chats, Archives, and Tickets is very similar. All you need to do is click on the +add tag link and choose the correct tag from the list. Alternatively, you can type in the first few letters of a tag to find it quicker.

In Chats and Archives, you will find the +add tag link at the bottom of the page.

Add a tag to Archives and Chats in LiveChat

In Tickets, you will find the +add tag link in the details menu on the right.

Add a tag in Tickets in LiveChat

Remove tags from chats and tickets

To remove an unwanted tag, click on the x icon next to it.

Remove a tag in LiveChat

Use tags to filter Archives, Tickets, and Reports

Search for chats or tickets with specific tags or view popular tags in Reports to better understand your customers’ needs.

Filter by tag in Archives

To search for chats with a specific tag:

  1. Log in to LiveChat and go to Archives.
  2. Click on Add filter and choose Tag from the list.
  3. Select a tag you want to use to filter results.

Use tag filter in LiveChat Archives

Filter by tag in Tickets

To search for tickets with a specific tag:

  1. Log in to LiveChat and go to Tickets.
  2. Click on Add filter and choose Tag from the list.
  3. Select a tag you want to use to filter results.

Use tag filter in LiveChat Tickets

Filter by tag in Reports

Additionally, you can narrow down results in various reports. Use the tag filter to see popular support cases or find out how often your customers are asking about products you don’t have in your offer.

To filter reports with a specific tag:

  1. Log in to LiveChat, go to the Reports section, and choose a specific report from the menu on the left.
  2. Click on Add filter and choose Tag from the list.
  3. Select a tag you want to use to filter results.

Use tag filter in LiveChat reports

Remind agents to tag chats

You can encourage the use of tags among your agents with automatic reminders. A short message at the end of each chat will remind the agent to tag it appropriately.

Remind agents to tag chats in LiveChat

To turn on the automatic tag reminder:

  1. Log in to LiveChat and go to Settings > Agent tools > Tags.
  2. Check the box next to Remind agents to tag finished chats.

Set tag reminders in LiveChat

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