In order to see and to edit the tag manager, you need to be a workspace manager. The feature is placed in the general settings each respective workspace, where you will find the submenu "Tags":
How to introduce new tags to workspaces:
By clicking the "Create tag" button, a pop-up will appear, where you can enter the name of the new tag. Already existing tags with similar names are displayed:
By clicking "create" the tag is saved and is immediately available for everyone working in that workspace in swat.io.
This feature is part of our enterprise-tier. To see whether this function is included in your current package or not, please click on this link.
"Only allow predefined tags":
Activating this setting will have the effect, that it is not possible anymore to create and manage tags outside this settings menu. That specifies, that only employees with sufficient permissions are able to manage tags.
Of course, for other employees (non-workspace managers) it is still possible to set already existing tags, to set tags which have been newly created in the tag manager, or to remove tags from tickets or posts.
In case "only allow predefined tags" is deactivated, all users can edit tags directly in the inbox:
The same functionality is available in publisher, in case "only allow predefined tags" is deactivated:
Putting your tags in order:
By clicking on the header of the table, you can order the displayed tags in ascending or descending order:
For example, you can directly see the frequency of certain tags and also eliminate unused tags.
Editing of existing tags:
The individual tags can be edited by clicking on the three dots next to each tag:
Rename: By clicking "Rename", you can change the name in the following pop-up.
Merge: In the following pop-up you can merge two different tags. You simply have to look for the second tag that you want to merge with your selection. You will see the number of posts and tickets that will be affected directly in the window. Once executed, this action cannot be undone.
Delete: This button gives you an easy possibility to delete a certain tag directly in the tag manager. The number of affected posts and tickets is displayed in a pop-up before you submit the action.
If the tag is part of an automation:
Should a certain tag be a part of an automation and you want to delete it or merge it with another tag, a warning will appear as a pop-up informing you that the tag is part of the automation.
To continue, you have to change the automation with the red highlighted button or cancel the action. Once you have changed the automation accordingly in the new tab, the tag manager settings page will be updated automatically and the action can be executed subsequently.
If you have any further questions, don't hesitate to contact our support team either via chat or via support@swat.io!