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Using tags in Atomicwork

R
Written by Riya Sebastian
Updated over 3 weeks ago

You can now organize and manage requests with customizable tags, making it easy to label, find, and act on requests. Tags are shared between requests and changes within a workspace, helping you visually categorize items, search and filter them more effectively, and automate routine tasks with workflows.

Creating and managing tags

Workspace admins can create, edit, and delete tags from a central location to ensure consistency. Agents can also create new tags on the fly when adding them to a request.

To create a new tag as an admin:

  1. Navigate to Setting > Your workspace > Tags (Service management).

  2. Click the Add tag button.

  3. Enter a name for your tag and choose a color to help it stand out.

  4. Click Add tag to save it to your workspace's list.

To edit or delete an existing tag, click the More (...) icon next to the tag name in the list and select the desired action. Note that only admins can delete tags.

Adding tags to requests

Agents can add or remove tags from any request or change to help categorize it. You can add tags when creating a new request or by editing an existing one.

  1. In the request form, locate the Tags field.

  2. Click into the field and begin typing to search for an existing tag or to create a new one.

  3. Select the desired tags from the list. If you create a new tag, you can also assign it a color directly from the form.

Once added, tags are visible in the request details sidebar, providing important context at a glance.

Filtering requests by tags

Once tags are applied, you can use them to quickly find specific requests in your list view.

  1. From the Requests page, click the Filters button to open the filter panel.

  2. Click Add filter and select Tags from the attribute list.

  3. Choose the tag or tags you want to filter by. The request list will update automatically to show only the matching items.

You can also add Tags as a column to your request list view for at-a-glance visibility. Click the Display button to configure your columns.

Automatically adding tags

Tags can be integrated into your workflows to automate routine actions. You can use tags as a condition to trigger a workflow or as an action within a workflow.

To automatically add tags to a request using a workflow:

  1. Navigate to Settings > Your workspace > Workflows (Deflection and automation).

  2. Create a new workflow or open an existing one.

  3. Within the workflow builder, click Add action and select Add tags from the list.

  4. Click Done and then Publish your workflow.

The 'Add tags' action appends tags to a request; it does not replace any tags that have already been applied. This action is recorded in the request's Activities tab for full traceability.

In addition to actions, you can use tags as conditions in both workflows and SLAs. For example, you could set up a workflow that triggers only for requests that have an 'escalation' tag.

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