How to Automatically Add Tags to Tickets When Internal Notes Are Added in LiveAgent

Creating Automation Rules to Add Tags When a Note is Added to a Ticket

This article explains how to set up an automation rule that automatically adds a tag to a ticket when an internal note is added.

Overview

LiveAgent allows you to create automation rules that trigger specific actions based on ticket events. One common use case is automatically adding a tag to a ticket whenever an internal note (message) is added. This can help with ticket organization, categorization, and workflow management.

Prerequisites

Before you begin, ensure you have:

• Administrator or manager access to your LiveAgent account
• Access to the Configuration menu
• Knowledge of which tag you want to apply

How to Create the Automation Rule

Step 1: Navigate to Automation Rules

1. Log in to your LiveAgent account as an administrator.
2. Go to Configuration > Automation > Rules in the main menu.

Step 2: Create a New Rule

1. Click the button to create a new automation rule.
2. Give your rule a descriptive name (e.g., Add tag when internal note is added).

Step 3: Configure the Trigger

1. Set Apply when to:

   message group added

2. This ensures the rule triggers whenever a message or note is added to a ticket.

Step 4: Add the Condition

1. Add a condition: IF message group type > Internal
2. This ensures the rule only triggers when an internal note is added, not when customer messages are received.

Step 5: Set the Action

1. Set the action to: add tag
2. Select the specific tag you want to apply from the dropdown menu.

Step 6: Save the Rule

1. Review all settings to ensure they are correct.
2. Click Save to activate the rule.

How It Works

Once the rule is active, whenever an agent or system adds an internal note to any ticket, the specified tag will be automatically applied to that ticket. This happens in real-time and requires no manual intervention.

Important Notes

The condition "message group type > Internal" is crucial—without it, the rule will trigger on all messages, including customer replies.

You can create multiple rules with different tags if you need to apply different tags based on other conditions.

The rule applies to all tickets in your system unless you add additional conditions to limit its scope (e.g., specific departments or ticket types).

Troubleshooting

The tag is not being applied:

• Verify that the rule is enabled and saved.
• Check that the condition is set to "Internal" and not another message type.
• Ensure the tag you selected exists in your system.
• Test the rule by adding a new internal note to a ticket and checking if the tag appears.

The rule is applying to customer messages too:

• Review the condition and ensure it is set to "message group type > Internal" and not "All" or another option.
• Edit the rule and correct the condition, then save.

If you need to apply tags only to tickets in specific departments, add an additional condition such as IF ticket department > [Department Name] when configuring your rule.