Autotask Ticket Tagging

are you confused by issue types and sub-issue types in order task not sure how to set them up when to use them what kind of issue types and sub-issue types you need well you can forget all of that that's where ticket tagging comes in in all the task so if ticker tagging is something that you're interested in then this video is for you [Music] hi everyone chris tim here from zandela consulting in this video i'm going to talk about ticket tagging i'm going to talk about how to use it instead of issue and sub-issue types where to go and set it up with an in auto task and show you exactly how it works now what is ticker tagging you might be asking well very very similar to what you get with social networking so you hashtag something um you can do the same thing with the tick in an auto task so for example if you've got an outlook issue or you've got a you know an exchange issue or office 365 you can simply type a tag whatever you want it to be um and you can take the ticket as that so let me go ahead and show you how this would work so the very first thing we want to do is from any ticket category we want to go into the ticket category and we want to turn on the ability to tick a tag so if we go into ticket categories i'm going to pick on the standard one for this purpose and what i'm simply going to do is once this loads up there's an option in here where it says tags and then it says here configured below and i'll explain to you a little bit about what that is at the moment if you wanted to know a little bit more about ticker tagging i do have a video which i'll link to up there uh that talks all about how to set up ticket categories so let's go ahead and look at what we need to do here so simply we just tick this box and down below you do have the option in here to set tags now if you had a ticket category as i explained in that previous video you know password reset or customer onboarding or something like that then you might want to go ahead and and have tags predefined against that ticket category this is where you would come in here and pre-define those tags however i'm going to show you because this is the standard ticket i'm going to show you how to actually manually add those tags uh to tickets as as and when you need them so let's save and close this what you'll see now when i open up a ticket the very first thing you will see here is we now have this option here to do ticker tagging so let's actually type something in here so maybe this is an issue to do with you know outlook not working or outlook freezing whatever you want to call it and here you know maybe i can say um you know outlook client is hanging i don't know something to that effect what we can then do if i just put in the name of the customer now one of the great things you can do at this point you can see here i still do have the ability to enter issue and sub issue types now under normal circumstances without tagging i'd have to know you know what is this relating to is this an application and then i'm going to be presented with a whole long list of um sub-issue types so this could be email but it could also be to do with the operating system it could be other i don't know maybe i could have a you know something under software support i could have another thing in here that says outlook so as an engineer it's just too confusing for me to understand what issue and sub issue type to use so what i can do with this now is as i'm setting up this ticket i can go well i know that this is going to be something to do with outlook so when i simply go ahead and i click on um the suggested tags over here you can see that this will now bring up what it suggests that this could be so it could be outlook client it could be outlook so i'm gonna go and actually select both of these two and now you can see it's gone ahead and it's tagged these tickets for me or tag this ticket for me so i can come in here and just start adding more stuff so maybe i know that this is to do with uh you know microsoft 365. so i can start typing you know microsoft 365 and i can see that that tag appears automatically in the list now i can just keep going until the cars come home i can just keep on adding tags as much as i want one of the really nice things that you can see um is if you click in the the little file chooser there you can see that there's over 7 000 pre-defined tags already in autotask so chances are something that you need is already going to be entered in there so you can see it's got every iteration of outlook or attachments or or anything that you want so what happens if we now get to a point where there's there's a tag in there that doesn't exist so maybe i've got a specific line of business application or maybe i just want to tag it as you know anything i want for example so i can simply write that word and when i click the plus button i then have the ability to um oh sorry i'm just going to go and do it again um so it gives you the ability to i'll just add it this way so if i just said what this will give me the ability to do you can now see that it's tagged the ticket with with something that i've pre-defined in there and you can see that that goes white so i can now see that any ticket can be tagged as anything i like either picked from a list or i can add something to a list and create my own tags so let's go ahead and save this tickets so once this ticket is tagged my engineers still have the ability to go ahead and re-tag this ticket so let's say for example um you know now the ticket has been saved the engineers worked on it for a little while and realizes there's something else that needs to be tagged on this ticket you know well they can simply go ahead and and tag it with something else okay so maybe they're going to say i don't know it's to do with exchange 2007. now also they might then say well actually it's nothing to do with anywhere 365 at this particular point so they can go ahead and remove this tag just so that the ticket is tagged and obviously with tags that are relevant to you and the tags that are easy to find this the ability for you to be able to remove these tags is a security level feature so i'll go through and show you in a few minutes how that works but let's now go and have a look now that we have this ticket um set up with some tags let's go and have a look at how we would actually search for this and how we would go ahead and report on that so i would really appreciate it if you do like this video um you know and you enjoy the content uh and you want me to continue to make more of these you know head over to my buy me a coffee site um and and you know sponsor this video it would be really good to um you know to help me to make a few more of these videos i would also very very much like it if you can like and subscribe as well okay so let's go ahead and have a look at how we're going to report on this so clicking on the service desk option here i have the search facility so you can see i can go and search for tickets what we can now do is we can add these two search filters in here and we simply add those by going up to the choose filters option these will actually if it's the first time you've done it these will be sitting on this side so all you want to do is is going to tags and i just go tags has all and has any just in case i need them both bring them over to the right hand side they do go all the way to the bottom and then what i do is just highlight them and bring them up to the top what this will do for you now is you will see that they will now appear in here so i can go ahead and say well i want to search all tickets that have the word outlook in it and when i do that it will come back and it will find every single outlook issue or any ticket that's tagged as outlook what happens if i want to tag them as as outlook and exchange or outlook or exchange sorry this is going to be an or so i had one that i called exchange so i called it exchange 2000. if i did that it would show me all of them that have the word exchange 2000 in there so using the has any it'll give you the ability to search for any of those search terms or tags has all then it has to have every single one of those tags um in in that tickets so let's go and look at a really cool way of being able to search for this so i'm just going to go ahead and delete this widgets and let's go and set up this widget from the beginning so i now want to go and have a look at all tickets for justice league where they've logged an outlook issue so maybe maybe there's some kind of issue where you know they're constantly logging outlook issues with me i want to go know what those are all about so i'm going to go in here simply start a new widget and then here i can maybe call this outlook issues this month for justice league what i can then do is let's say we want to report on how many tickets we've had this month let's group this by account and then what we now want to do is we want to go ahead in here and we want to look at where the tags are is one of so there should be a oh sorry has any of and then here we can go we wanted to have anything to do with outlook and then what i also want to do is look at where the ticket was created at some point during the current month and when i click finish this will now show me all the tickets that were created for outlook now you can see it's automatically put justice league because those are the only ones i have however i can of course go in here and just actually limit this to only find it for this specific account so if i click on account and then go into justice league and what this is going to do is look for any tickets that has the word outlook on a tag where the create date is equal to this month and where the account is only equal to justice league and now you can see we have four tickets created with those tags and what i also have the ability to do at this point is to go in here and i think there's a tagging option in here as well so i can simply click on tags and then what i can do is come back in here and just move this wherever i want it to be so maybe i'm going to move this kind of next to the description field and you will see that i now have all of the tags that this ticket has been tagged as so i really hope that's useful i hope you found this useful if you have i'd really like it again if you can subscribe to the video subscribe to the channel so i can continue to make more of these and thank you very much for watching and i look forward to seeing you on the next video [Music] you