The helpdesk add-on includes smart tag management. This feature allows you to better organize your tickets.
For example, you can organize your tickets by categories ("Feature Request," "Bug," "blocking problem," etc.) or create priority levels ("Urgent," "Normal," etc.).
To create a smart tag, simply write out the 'tag' you wish to have associated with that ticket, in the Smart Tags field when you open a ticket:
Hit enter and the smart tag is created:
Thereafter, when you click on the box, the list of available smart tags is displayed:
It takes just one click to attach one or more smart tags to your ticket. Click enter when you are done writing the tag you want, and it will automatically be formed into a light blue box.
To filter your tickets thereafter, enter one or more smart tags in the tickets list filters: