In FuseDesk, individual cases can have Case Tags which are helpful in 3 ways.
First, organizationally, case tags let you organize your cases so at a glance you can see what your cases are about right from a Case Queue. In your Workflows, you can even organize your cases into Workflow stages or columns based on case tag.
Second, case tags let you kick off Automation on a case and in your CRM simply by applying a case tag.
Thirdly, case tags empower you to generate reports based on how many cases have each case tag.
Case Tags in FuseDesk are different from Contact Tags in your CRM as Case Tags are applied to individual cases whereas CRM Tags are applied to Contacts.
Suppose a customer emails you with a glowing testimonial. You might want to tag the case with a Testimonial tag so you can easily pull up all cases later on that have testimonials.
Perhaps a customer emails in requesting to return a product they purchased from you. You might want to tag this case with a Returns tag so you can easily find all cases that have to do with returns.
Maybe you have a case that comes in from a VIP Customer and you want to tag their case with a VIP tag so your team can see the case is for a VIP customer.
Or you might want to prioritize cases with a High Priority, Medium Priority, and Low Priority case tags so you team knows where to focus first.
These are just a few examples of how you might use Case Tags to organize your cases in FuseDesk.
To Add a Tag to a case, simply type in the name of the tag in the Case Tag box and hit enter. FuseDesk will display a list of tags you’ve already used so you can easily select an existing tag. If the tag name you’ve typed is a new tag, simple hit enter to create the new tag.
To Remove a Tag from a case, X icon on the tag name. This will remove the tag only from this case.
To Disable a Tag system-wide, click on Settings and then Case Tags. Here you’ll be able manage your tags by adding and disabling them.
To View Cases with a Tag, click on Preferences and then Case Tags. The number next to each case name shows how many cases have that tag and clicking the number will display all cases with the given tag.