Help Desk Tips is a weekly series featuring best practices and tips from support professionals on optimizing your help desk and support department.

Help Desk Tip #1: Delight Your Customers with Tags

Tags are a lightweight, flexible, and powerful feature that can enable support teams to create memorable experiences for their customers.

Help Scout Tags

We assign at least one tag to every support conversation, and have established a common syntax or “language” for our tags, so they are easy for the entire team to define and use. This consistency lets us quickly recall conversations about a particular topic or issue and act upon them.

For example, we recently fixed a UI bug in our Android app that several users reported. Since we had defined a tag for this issue, it took little effort to find all related interactions, and send a quick follow-up about the fix, creating an unexpected and delightful experience for our users. Here’s a direct quote from one user who received a follow-up from us:

“I'm blown away, honestly. I don't think I've ever experienced such considerate customer service.”

How to set it up

The basic syntax we use is platform-area-issue. Using the example above, here’s how we defined the Tag that the team used to track the issue:

  • Platform: Android
  • Area: Android N (which was in beta at the time)
  • Issue: The menu was appearing slightly offscreen

Therefore, the tag we ended up using was: "android-n-menuoffscreen”

How to manage tags

We have tons of tags, but that’s ok! We haven’t seen too much downside from having a large number of them. Here’s some additional points about how we use tags that we have found helpful:

  • Tags can be merged or deleted, and we recommend using these features when a tag is causing confusion, or two tags are accidentally being used to track a single issue.
  • In addition to using tags for specific issues, we also have “top-level” tags that are added when triaging incoming conversations, so we know which conversations to tackle first. Many of these tags are automatically applied with Workflows.
  • These “top-level” tags are color-coordinated so they’re easy to identify: Platform tags (iOS, Android, Mac, Web) are blue, Pocket Premium tags are purple, feature requests are green, etc.
  • We use a Trello board as a “shared brain” to track issues that are reported by our users. Each card represents a single issue, and each has a tag defined, so there’s never any confusion about which to use when we get additional reports.

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Justin Rochell

About the author: Justin Rochell is Head of Community at Pocket.