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Organization & End User Tags
Table of Contents
Organization and End User Tags provide an easy and flexible way for you to categorize your Organizations and End Users beyond the methods Syncro already offers, which empowers you to develop more dynamic Ticket Automations and robust filtering for your Saved Searches.
Note: Customers are in the process of being renamed to Organizations, and End Users. You may see both in Syncro for the time being.
Prerequisite Security Settings
There are three permissions related to Organization Tags, which you'll find in Admin > Security Groups: Create, Delete, and View. These permissions are disabled by default; an Admin must check each of these boxes in the Customer Tags section to enable them for a given Security Group.
There are also three permissions related to End User Tags, which you'll find in Admin > Security Groups: Create, Delete, and View. These permissions are disabled by default; an Admin must check each of these boxes in the Contact Tags section to enable them for a given Security Group.
For more information see Security Groups and Security Permissions Reference.
Create New & Reuse Existing Tags
To create a new tag, type some text in any Tags field, then press Enter (or select the option to “+ Create/Add Tags”). You can create tags with any words or phrases that you find useful.
If tags already exist, then whenever you click into a Tags field and start typing, you'll see two sections: RECENT TAGS and ALL TAGS:
- Recent Tags: These are your most recently-used Tags, scoped to your Syncro User activity.
- All Tags: Any tags matching the text you enter. All Tags includes those associated with at least one Organization or End User in your Syncro account.
Tip: Tags are designed for internal use. Neither Organizations nor End Users can see your tags.
Delete Tags
IMPORTANT: Once deleted, Tags can't be reinstated; they must be recreated and added to at least one Organization or End User.
To delete a tag, click into a Tags field and select the ‘X’ to the right of the individual tag. Alternatively, you can click the 'X’ in the upper right to clear all tags.
When a tag no longer exists on any Organizations or End Users in your Syncro account, the tag is deleted and will no longer show up in the Recent or All Tags lists.
Assign Tags
To Organizations
- In the ORGANIZATION SETTINGS section, whenever you create or edit an Organization:
- The Overview section of the Organization's Details Page:
- In the Organization Tags section of the Bulk Edit Organizations pop-up window:
Notes:
To End Users
If you have the appropriate security permissions, you can assign Tags to End Users. Follow these steps:
- Navigate to the Organizations tab. Any existing Organizations appear in the table.
- Click the hyperlinked name of a Customer Organization to open its Details Page.
- Select the "End Users" subtab. Any existing End Users appear in the table.
- Click any row to open that End User's Details Page.
- In the User Management section on the left side, assign any End User Tags:
Ways to Use Tags
When you tag Organizations and/or End Users, you're opening doors to several uses that can increase your overall efficiency and productivity.
Saved Organization Searches
In Saved Organization Searches, you can use the “Customer Tags Includes” and “Customer Tags Excludes” checkboxes to easily filter the Organizations table based on Tags you've previously assigned.
Note: There are no saved searches using Contact tags.
Real Time Ticket Automations
Note: You can use both Organization and End User Tags to create Ticket Automations.
For example, say you have a large Organization called Artest Industries, and you want to ensure they're being supported by one of your top technicians, Frances. Whenever an End User at Artest Industries submits a new ticket, you want Frances automatically assigned to that ticket.
First, you'll tag the "Artest Industries" Organization with something like “Francis Account.”
Then you can then create a ticket automation using the “Ticket Created” Automation Type. You'll select the “Customer Tags” Condition, “Includes” as the operator, and the tag “Francis Account.”
Finally, you'll use the Action “Assign To” to assign the tickets to Francis:
After you save the ticket automation, any time an Organization is tagged with “Francis Account” (whether or not that's Artest Industries!), any tickets created by their End Users will be automatically assigned to Francis.
Drive Automations for VIPs
Note: You can use both Organization and End User Tags to drive automations for VIPs.
Similar to the example above, say you wanted to flag your VIP Organizations to ensure any tickets their End Users submit generate internal team alerts and are assigned to a dedicated ticket board for triaging incoming VIP issues.
Then you can then create your ticket automation using the “Ticket Created” Automation Type. You'll select the “Customer Tags” Condition, “Includes” as the operator, and the tag “VIP.”
Then you'll add two Actions:
- Add a Ticket Tag called “vip-queue.”
- Post to Microsoft Teams with an alert message, so people are notified that ticket was created in the VIP queue.
You may also want to configure a dedicated Ticket View for that VIP Queue. Simply update the Tag Includes field in the Ticket Tag Parameters section:
That way, anytime a VIP submits a ticket, you'll automatically be notified in your Microsoft Teams account and the ticket will post your dedicated VIP queue:
