Set Topic and Tags

Setting topic and tags helps classify requests for reporting, search, and analysis. This instruction will show how to add a topic and tags to a request so it displays correctly in reports and is easier to find.

When Needed

  • You need to classify a request by topic for analysis.
  • You need to add tags for quick search and filtering.
  • You want to properly organize requests for reporting.
  • You need to mark requests for further trend analysis.

What's Important to Know

  • Topic — main category of the request (for example, "Technical Support", "Payment Question").
  • Tags — additional labels for detailing the request (can be multiple tags).
  • Topic and tags are used for filtering and analysis in reports.
  • Some topics and tags may be required for closing a request.

Prerequisites

  • You are logged in with operator rights.
  • You have navigated to the OperatorLine module via Apps -> OperatorLine.
  • You have an open request for which you need to set topic and tags.
  • Topics and tags are configured in the system (if they are required).

Step-by-Step Instructions

  1. Open the needed request in the chat list — a window with conversation history opens on the right.
  2. Find the "Topic" field in the request details panel (usually located near request information).
  3. Click on the topic field or use the dropdown list.
  4. Select the needed topic from the list of available topics.
  5. Find the "Tags" field in the request details panel.
  6. Click on the tags field and select needed tags from the list (you can select multiple tags).
  7. Changes save automatically or click the "Save" button if it exists.

What Happens After

Topic and tags are saved and displayed in the request details panel. Requests can be filtered by topic and tags in the list and used for analysis in reports.

How to Verify It Worked

  • Check that topic and tags display in the request details panel.
  • Make sure the request appears when filtering by the selected topic or tags.
  • Check that topic and tags are correct for the request content.

Other Ways

  • You can add or change topic and tags when closing a request (if they are required).
  • Some tags may be added automatically based on message content.
  • Topic and tags can be edited after setting.