For each customer conversation, there is an option to assign tags to it. These tags help to segregate conversations which further helps in managing and prioritizing them.
1. First, you need to create the tags to use them.
Go to the menu Helpdesk and then Conversation Tags as shown below. Click Add A Tag and put the Tag name and description (optional) to create it.
2 Here’s how to tag a conversation.
Select the conversation. By default the open message is selected, you can select multiple conversations from the checkboxes.
Click on Add Tags and select from the tags you have already created.
You can also create a tag here by typing the name of the tag you want to add in the Search box as shown below. Once you type the name you can add it by clicking Add link .