How to suggest support tags that make tickets easier to find
Tags can make related tickets discoverable when their vocabulary is controlled. This tool suggests labels from the ticket's content so a support person can review them before applying them.
Start with the right material.
- What you provide
- one ticket and the team's allowed tag list.
- The intended result
- Suggest only allowed tags with evidence; export suggestions without changing the ticket.
How the workflow works.
Use the approved tag list where one exists and explain why each proposed tag fits. Prefer labels that capture a useful issue type or affected feature over a large collection of weakly related words.
What to check in the result.
Check that the suggestions do not conflict with routing rules or duplicate an existing synonym. A tag is an organizational aid; it should not silently change ownership, priority or customer status.
Import the CSV with a consistent delimiter and inspect text identifiers, dates and amounts before using spreadsheet totals. Keep the original file available while checking any automatic type conversion.
Learn from the worked example.
The downloadable CSV example uses these columns: Suggested tag, Evidence, Applied. Compare a complete record with the source before sorting, combining or importing your own output.
The supplied example is illustrative. It is not a recorded run on your data.
Download the example ↓Use it with your own material.
- Open the source you want to work with and activate WebAct on that tab.
- Copy the task from the hero, add any required fields or preferences, and review the proposed actions.
- Compare the first result with your source. Ask for a specific correction or refinement where needed.