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Tags 101Updated 4 days ago

Gorgias tags are a great way to sort your tickets and automate your workflow! Ticket tags can tell you at a glance what the ticket is about, who it should be assigned to, which rule was applied, etc..

How it works

Tags are used to label your tickets, and they later make it easier to track and sort tickets, as well as to apply certain rules.

Here's how to add a tag to any ticket:

But you can also bulk-apply tags to your tickets or use auto-tag rules!

Setup instructions

If you are an Admin in your Gorgias helpdesk then you are able to access the tags from the Settings menu. With Admin access to tags you can edit, delete, add a description, and merge tags together.

To access the tags section go to Settings on the top left and then select Tags in the left navigation panel on the Settings page:

If you just joined Gorgias, you will notice that there's a number of default tags already on your account.

Sorting and Managing Tags

By default the tags will sort based on which ones have been used the most. You can change this between ascending and descending by clicking on the column header Tickets.

You can also sort by alphabetical order and also switch between ascending and descending. To sort by alphabetical order click on the column header Tag.

From here you can also edit tags by clicking on the pencil icon.

You are able to change the color of the tag, change the name, and edit the description.

Or you can delete the tag by clicking on the trashcan icon.

A tag cannot be deleted if it's used in a rule, even if the rule is disabled.

Default Tags

You'll notice in your new Gorgias account that there are some pre-installed tags there already. Here's a list of default tags that you can expect to have set up for you:

  • already-shipped
  • auto-close
  • auto-reply
  • cancel order
  • cancel/refund
  • change order
  • damaged
  • discount request
  • edit-address
  • full-refund
  • instructions
  • Negative Comment
  • not-received
  • not-shipped
  • order damaged
  • order wrong
  • partial-refund
  • policy
  • received
  • return request
  • sample ticket
  • sentiments/menacing
  • sentiments/need-human
  • sentiments/negative
  • sentiments/offensive
  • sentiments/positive
  • sentiments/urgent
  • shipped
  • shipping-cost
  • social lead
  • social question
  • spam
  • urgent

Merging Tags

If you have two tags that function as the same label you can select the two tags using their checkboxes to the left of the tag name and then merge them together using the button at the top.

After you click on the Merge button, you can click on the Confirm button as well if you are sure that you want to keep the tag that is in the message below, and delete the other one.

When you do that, the tag that is mentioned in your confirmation message will stay, and the other one will be merged into it.

The number of tickets per tag (displayed in the "Tickets" column) is updated only once a day (every day at 5:00 PM, San Francisco time).

Searching Tags

To search for some specific tag, you need to click in the top right corner of the page with the tags and type the name of it.

Removing tags

You can manually remove any tag in the ticket by clicking the little "x" icon next to the tag. However, now you can also created a rule which has an action to remove the tag:


What is the difference between Reset tag and Add Tag?

'Reset tag' will remove all the previous tags from the ticket. 'Add Tag' action will just append the specified tag to the ticket but it will not remove the previous ones.

Is there a way to prioritize tags?

Not at the moment, but please feel free to submit your request for a feature update on our Roadmap here!

Which tag will stay and which one will be deleted if I want to merge 2 tags?

If you have a tag named "black mat" old one, and you would like to create a new tag that will be also on those tickets where you have your "black mat" tag, so you create a tag "black mat 2", when you want to merge them, you will see that your old tags will be replaced with your new ones, literally after you click on your "merge tags" button, you will see the message which tag is going to stay, and which one is going to be deleted.

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