Tags and catalogue
Tags only help if everybody uses the same ones
Hookdesk ships a managed tag catalogue with colours and descriptions. Agents pick from a list, automation applies them consistently, and reports finally show a truthful breakdown of demand.
- Colour-coded tags defined once in Admin
- Dropdown selection in the new-ticket dialog and the properties panel
- Routing rules and SLA policies can key off tags
- Tag frequency and trend reporting out of the box
Tags & catalogue
Live in your workspace
- Managed list
- Automation ready
- Demand analysis
- SLA targeting
- Client catalogue
Inside the workspace
What your team actually sees
Tag frequency in Reports shows which categories of work are growing, period over period, using the same taxonomy agents apply in the queue.
Ticket volume - last 7 days
First response
2m 14s
Resolution
4h 06m
SLA met
97.4%
Reopen rate
3.1%
Agent workload
- Rae S.2m 04s4.9
- Tom B.3m 12s4.6
- Nadia K.1m 48s4.8
- Owen P.4m 30s4.4
Capabilities
Built for this job, not bolted on
Managed list
No more billing, Billing and billling: agents choose from the catalogue.
Automation ready
Rules add tags on keyword, sender or client, before an agent opens the ticket.
Demand analysis
See which tags are climbing and staff against real drivers of volume.
SLA targeting
Give sensitive categories tighter response targets than everything else.
Client catalogue
Clients, tiers and products live alongside tags as first-class records.
Filterable queues
Any tag can drive a filtered inbox view for a specialist team.
How it runs
From arrival to answer
- 1
Define the taxonomy
Agree twenty tags that describe your work, and create them with colours.
- 2
Apply automatically
Rules tag obvious cases from subject, sender or client on arrival.
- 3
Refine in the queue
Agents adjust tags from the dropdown as they triage.
- 4
Review monthly
Reports show which tags grew, so the taxonomy stays useful.
Detail
The small print that matters
Where it lives
Admin > Catalogue; used in the queue, rules, SLA policies and reports.
Colours
Each tag carries a colour token so the queue stays scannable.
Governance
Only admins create tags, which keeps reporting comparable across months.
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