Introduction

A tag is, by definition, a label attached to someone or something for the purpose of identification or to provide other information. This is also true for tags in Kayako. In this article, we explore how tags can be used in Kayako, both in terms of adding them and using them in workflows.

Which elements support the use of tags?

Tags in Kayako can be added to a User, Organization, or Conversation, as well as to Help Center articles. Existing tags will be shared between all elements, so the same tags will be suggested when adding them to a User as they will when working on the Help Center.

Do note, however, that the ways in which tags can be added and used will depend on the particular element, being considerably more restricted for Help Center articles, as no automation actions exist for these.

Adding tags

Tags can be added manually or through the use of automations and the API. The following articles explain how tags can be added to the different elements that support it in Kayako:

• Adding Tags to Users, Organizations, or Conversations
• Adding Tags to Help Center Articles

How can tags be leveraged?

In Kayako, tags provide you with some flexibility in managing and customizing support workflows and automation. The following is a list of areas that support the use of tags for different purposes:

• Unified Search: You can filter items of all types with a certain tag by searching for it using the 'tag' Search Modifier. This includes all types of elements to which tags can be added.
• Automations: On top of adding tags, automations can filter elements through the use of Conditions referencing tags. These include tags for Conversations, Users, and Organizations.
• Kayako Insights: When generating a custom report, it is possible to filter elements that include certain tags, allowing you, for example, to tailor your analysis to a certain group of conversations.
• The Kayako API: If you are developing more complex integrations, the Kayako API offers multiple methods through which tags can be leveraged. Different endpoints exist to obtain tags explicitly from each of the elements, such as one to Retrieve all tags from a conversation. Do note that tags are also offered in most searches as part of the JSON returned if the correct Partial Output options have been selected.