Tagging

Flexible rules and tagging

Tags are a really flexible way to organize tickets in Sift and setup lightweight rules to help automate ticket creation and routing.

Tags are automatically applied to tickets and depend on where the ticket was filed (either in Sift directly or in a messaging app like Slack/Discord). :

• Source: The messaging app the ticket was filed from (i.e. Discord, Slack)

• User: Who filed the ticket? This allows you to find all tickets filed by a particular customer.

• Server: The Discord server or Slack workspace the ticket was filed from.

• Channel: Which channel was the ticket filed from (i.e. #general, #support)

• Custom: Manual tags can be applied to individual tickets

Tickets that have been tagged can then be routed to a particular Zendesk/Github support channel based on rules. For example, all tickets filed in Slack, in a customer support channel can be sent to Zendesk.