Custom Status VS Tags
We recently introduced our new Custom Status Add-on for Awesome Support. Before this extension was available, a common method for organizing tickets was to use TAGS. So now the question becomes: when do you use a custom status vs when do you use a tag?
The answer, really, is relatively simple.
A custom status is used to represent the STATE of a ticket. Open, Closed, Transferred, Hold, Level 1, Level 2, High Priority, Low Priority - these are all "states". A ticket can be in one and only one state at any given time.
Tags are used to reflect the CONTENTS of a ticket. So, maybe you have a ticket about a product that was damaged or a product that was delivered with the wrong color. Those reflect the CONTENTS of the ticket. They are perfect for TAGs especially since you can assign multiple tags to a ticket.
So, in summary:
- Custom Status = Ticket State
- Tags = Ticket Contents
Do you have a different opinion? If so, render it in the comments below. It always warms our hearts when we hear how our customers are using our products!
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