You can configure Incoming email processing to automatically apply tags to newly-created tickets that contain phrases which match the label or alias of existing system tags. This option is available for both Basic and Advanced Incoming Email Processing.
Automatic tagging is only available for tickets originated from the Client Portal and the Incoming Email Processor. In this workflow, after first applying any required tags from the target's email processing mailbox or ticket category, the application scans the Title and Description fields of the tickets for phrases that are more than two characters long and which match either the label or alias of an existing tag. On a successful match, Autotask adds the corresponding tags.
Up to 30 tags may be associated with a single ticket. Autotask uses the following logic to determine which of the matched tags to apply:
- The number of matched occurrences in the ticket title or description
- The length of the longest phrase on which Autotask matched each tag, whether it was a label or an alias
- Alphabetical order
In the event that the number of matched tags exceeds 30, any remaining tags found will not be associated with the ticket.
Autotask also uses the same logic to determine the table sort order for suggested tags. Inactive tags will never be assigned by the system. To learn more about tagging, refer to Working with tags on a ticket.
NOTE System text added by Autotask to the ticket title or description, such as the phrase, "Added by Incoming Email Processor," will exclude from tag matching. Matches that occur within a word, or which have number or letter immediately before or after them, such as "CTI" inside "action," will also be excluded. These restrictions do not apply to Intelligent tagging for Datto BCDR.
NOTE In addition to those tags added by automatic tagging, if configured to do so, Autotask will also assign tags based on their ticket category and email processing mailbox.