Tag chats and tickets

Tags are labels that you add to chats and tickets. They help you categorize and organize all customer communication in your LiveChat account.

You can use them to filter results in Archives and Tickets as well as narrow down data in Reports. For example, tags such as #bug or #complaint help identify weak points within your product.

Tickets mentioned in this article refer to the old LiveChat ticketing system available to new customers until June 1, 2023. If you’re using HelpDesk tickets or created a LiveChat account after June 1, 2023, please refer to the HelpDesk tags.

Tickets mentioned in this article refer to the old LiveChat ticketing system available to new customers until June 1, 2023. If you’re using HelpDesk tickets or created a LiveChat account after June 1, 2023, please refer to the HelpDesk tags.

Create a tag

Admins and the owner can create tags to be used by all agents. To create a new tag:

1. Log in to LiveChat and go to Settings > Tags.

2. Enter a name for the tag. You can use up to 70 characters.

3. Save it, by clicking on Add a tag.

You can edit this list by adding and removing tags any time you need.

Create a tag specific to a group

You can also create a tag for a particular group only. Only agents belonging to that group will see these tags. It’s quite handy as agents only see tags relevant to them, and don’t need to go through a never-ending list to find the correct one.

To create a tag for a specific group:

1. Go to Settings > Tags
2. Choose a group, using the drop-down list at the top of the page.

3. Enter a name for the tag.
4. Save it, by clicking on Add a tag.

Admins and the owner see all tags regardless of the groups they belong to.

Admins and the owner see all tags regardless of the groups they belong to.

Add tags to chats and tickets

Adding tags in Chats, Archives, and Tickets is very similar.

In Chats and Archives, you will find the Add tag link at the bottom of the page.

All you need to do is select Add tag and choose the correct tags from the list. You can pick multiple tags in one go.

Alternatively, you can type in the first few letters of a tag to find it quicker. You can set the search to clear after you pick a tag or for the search term to remain.

You can pin the most used tags to the top of the list. To do it, just select the pin icon next to the tag.

After tagging at least 100 chats, you will start getting tag suggestions. The more chats you tag, the more accurate the suggestion will become.

In Tickets, you will find the +add tag link in the details menu on the right.

Remove tags from chats and tickets

To remove an unwanted tag, click on the x icon next to it.

Use tags to filter Archives, Tickets, and Reports

Search for chats or tickets with specific tags or view popular tags in Reports to better understand your customers’ needs.

Filter by tag in Archives

To search for chats with a specific tag:

1. Log in to LiveChat and go to Archives.
2. Click on Add filter and choose Tag from the list.
3. Select a tag you want to use to filter results.

Filter by tag in Tickets

To search for tickets with a specific tag:

1. Log in to LiveChat and go to Tickets.
2. Click on Add filter and choose Tag from the list.
3. Select a tag you want to use to filter results.

Filter by tag in Reports

Tags usage report shows you which topics are the most common, or which teams are the busiest.

To see chats with a specific tag in Archives, choose the tag from the table and click on the chart.

Additionally, you can narrow down results in various reports. Use the tag filter to see popular support cases or find out how often your customers are asking about products you don’t have in your offer.

To filter reports with a specific tag:

1. Log in to LiveChat, go to the Reports section, and choose a specific report from the menu on the left.
2. Click on Add filter and choose Tag from the list.
3. Select a tag you want to use to filter results.

When you filter by multiple tags, the report will include either results with all the tags (Match all), or for at least one of the tags of the tags (Match any).

Remind agents to tag chats

You can encourage the use of tags among your agents with automatic reminders. A short message will remind agents to tag a chat appropriately whenever they try to archive it on their chats list.

To turn on the automatic tag reminder:

1. Log in to LiveChat and go to Settings > Tags.
2. Check the box next to Remind agents to tag finished chats.

That’s it. Now when your agents close the chat, the reminder will pop up prompting them to tag the chat.