You’ve been scrolling through support requests for what seems like an eternity. It feels almost as hopeless as making it to the eighth page on Google and still not finding what you’re looking for. And with little luck, each request begins to blur together, and your eyes gloss over. It’s the end of the day, and all you want is to find that one billing support request – is that too much to ask for?
It’s really not, actually. Tagging your support requests turns chaos into, well, organized chaos. And it’s quite simple. Whether you’re creating or editing a ticket in your help desk ticketing system, you can add tags – words or phrases – to your support request that essentially define or categorize what type of request it is, providing a quick and easy identifier for when you go back to search for it.
What are the Benefits of Tagging Requests?
When you’re searching for that one billing request, or whatever it may be, you can narrow down the pool of data much quicker by simply searching for all tickets tagged with “billing.” You no longer have to dig through hundreds of tickets at once.
Say you’re going through your help desk tickets (all tagged because you’re a rock star), and there are a ton of support requests regarding the same thing. You know it’s not a good sign when customers are pouring in about the same issue, but having your requests tagged helps you identify trending problems – and get to the root of the problem more quickly.
Add To Your FAQs/Customer Support Page and Reduce Tickets
Maybe a trending support request isn’t a problem at all – maybe it’s just a common question among your customers. Rather than sifting through help desk tickets and providing the same answers to the same questions, add the information directly to your FAQs or Customer Support Page.
It’s a win-win: when customers go to find answers to their questions, they will find exactly what they’re looking for without having to send a support request. And you reduce the number of tickets you receive, allowing you to spend your time on more pressing issues.
Allows you to create a workflow
Without tags attached to your support requests, how do you even know where to start? As you chip through requests, you may unintentionally respond to the lower-priority issues first simply because you weren’t aware an urgent request was buried at the bottom of the mix.
If you use support tags, you not only organize and categorize by type of request, but you can tag those “high-priority” or “urgent” needs, so you know to tend to those first. And aside from top-priority requests, you can create an official workflow for your support team to follow, giving an organized order on how to tackle all the tickets.
Top Requests You Should Tag
Wait a minute… There is a method to this madness, so don’t go on a tagging frenzy just yet. Here are the top requests every support organization should be tagging, along with ones that are specific to your company’s needs.
Whenever a bug is reported, it should be tagged and explained more thoroughly in a comment, if necessary. As one of the higher priority tags, the right people within your organization should be notified to address the issue as quickly as possible.
If a support request comes through letting your organization know that a site or app was down, you’ll be able to document when it happened and how many customers it affected if you tag it with “downtime.”
Remember when we said you’d receive those common questions from customers? If a customer is unaware of a certain feature or asks a basic question you receive regularly, you can tag it as “customer confusion” to let your team know that they may need to add this one to the FAQs or Customer Support page.
Inevitably, customers will have needs that your product can’t fulfill – yet that is. From time to time, you’ll receive support requests that will ask you to develop a new feature. And while you may not have the bandwidth to implement every feature request that comes through, it’s beneficial to know you’re your customers want.
Of course, these are just a handful of top of requests you’ll receive that need tags. Your help support desk likely has preset tags to choose from, but you can always manually add new ones if the words or phrases you’re looking for aren’t in the system. And, it makes it easier to quickly categorize a request if you know which tags your organization uses most often, as well making it easier to sift through tags later on.
How To Tag Using Help Scout
One of the helpdesk softwares you can use to manage and tag support requests is Help Scout.
Help Scout allows you to tag conversations and workflows both manually and automatically. If you want to tag within conversations, you simply select the tag icon at the top. Then, type in the word or phrase you’re using to tag the request and hit enter. And if you want to tag multiple conversations with the same word or phrase, just select all of the conversations from the folder view and click the tag icon in the floating menu.
You can also edit, merge, color code, delete, or filter tags. Filtering is one of Help Scout’s most helpful tools because it allows you to select one word or phrase that you have tagged and see all the conversations that use that specific tag.
To learn more about tagging, view the Help Scout documentation.
Thinking about tagging your support requests within your help desk ticketing system? Good move! Reach out to us, and we’ll help you make it happen.