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Smart Tags Overview

Smart Tags in TicketPilot help organize tickets based on their current status or specific server needs. These tags can either be automatically applied by the system or manually created by staff.

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Waiting Tags

The system automatically updates waiting tags based on the last message in the Discord ticket channel:
  • Waiting for User: If the last message was sent by staff, the system sets the ticket to Waiting for User, signaling that the staff is waiting for a user response.
  • Waiting for Staff: If the last message was sent by the user, the system automatically updates the tag to Waiting for Staff, indicating that the ticket is awaiting staff action.
This automatic system helps staff quickly identify which tickets need attention and which are awaiting a response from the user.

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Custom Tags

Staff can create custom tags to categorize tickets based on specific needs or internal workflows. These custom tags are fully customizable with the following options:
  • Tag Name: Set the name of the tag.
  • Emoji: Choose an emoji for easy identification.
  • Roles to Mention: Optionally mention specific roles when a tag is applied for better visibility.
To create a custom tag, click the + button and fill in the required fields. Custom tags make it easier to manage tickets that fall outside of the typical waiting statuses.