“Report Not Generating” is a great tag because it is about a specific product issue.
❌Bad Tag: “Product Bug”
“Product Bug” is a bad tag because it requires the reader to understand what is and is not a product bug. Consider the type of bugs that customers write about and look for those specific problems.
Be Concise
✅ Good Tag: “Report Not Generating”
“Report Not Generating” is a good tag because there are no filler words.
❌ Bad Tag: “The Report Does Not Appear To Be Generating Correctly”
Compared to “Report Not Generating” the meaning is the same, but it uses more words which can lead to misunderstandings.
What does the customer say? (The best tags are those that keep in mind what the customer communicates.)
✅ Good Tag: “Report Not Generating”
If customers submit a ticket saying something such as “Hey XXX, I’m having some issues producing the report. Can you assist?” it can be implied that they have a report that is not generating.
❌ Bad Tag: “Report Issue due to AWS connection”
By reading the tag, if an outsider cannot deduce that AWS Connection is the cause of the reporting issue, the tag will likely be missed. Unless customers often share that the report failed due to the AWS connection, this would not be an effective tag.
Tags outside of your support taxonomy
✅ Good Tag: “Asking for Manager”
If your customers ever ask to speak to a manager, this would be a great tag to add.
✅ Good Tag: “Asking for Update”
If a customer asks for an update, Stylo will identify the occurrence. This is a common tag for triggers to create a notification in Slack.
Experiment!
Have an idea for a tag? Give it your best shot! There’s no downside to trying something new. More often than not, as long as it’s a topic customers bring up, Stylo will understand the tag's meaning and correctly classify it. In the situation it does not, never hesitate to reach out to us for help!
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