Tagging overview

Why is this important?
Tagging offers a flexible way of tracking different types of ideas. This allows you to segment your reports in a variety of ways and analyze product demand at a granular level.

What is tagging?

Tagging allows you to group together and segment out your data. They can apply to requests / ideas, users (internal, customers, and prospects), and accounts.

Examples of request tags

Using the format used in these examples ("Category:Tag") categorizes your tags and quickly access them in your reporting / browse UI. (See below.)

  • Product areas or modules
  • Projects or themes
    • Project:Integrations
    • Project:Test
    • Project:Customer UI Overhaul
    • Project:Reporting
    • Theme:Automation
    • Theme:Faster triage process
  • Problem or pain point
    • Problem:Ticket management / efficiency
    • Problem:Complex system issue
  • Strategic goals
    • Strategy:Decrease churn across enterprise accounts
    • Strategy:Increase SMB sales
  • Functions
    • Function:Onboarding
    • Function:Communication
  • Integrations
    • Integrations:JIRA
    • Integrations:Salesforce
  • Workflow or status clarifications
    • Status details:Reviewed + Tagged
    • Status:Needs translation
    • Status:Waiting for clarification
  • Project owner (also see multi-product management)
    • Owner:Bill D
    • CSM:Sally M
  • Expansion potential
    • Expansion:100-499
    • Expansion:500-999
    • Expansion:1000+
  • Product version
    • Version:1.1
    • Version:2.4.5
  • Other ideas
    • Customer Success:Quick Win (for example, if a request may be a small tweak to an existing feature)
    • Customer Success:Efficiency Project (for example, if a request is a pain point related to a bigger pain point the CS team is seeing more often)
    • Customer Success:Strategic (if your customer success teams notice a theme or project that ties to a strategic goal)
    • Sales:Strategic (if your sales teams notice a theme or project that ties to a strategic goal)
    • Trends:Sales (for example, if your sales team has noticed trends
    • Risk:Customer value (if a request is stopping customers from getting value from your product)
    • Risk:Lost sale (if a feature blocked a sale, in this case add the prospect to the request and add a private note in the comments)
    • Risk:Potential bug (if a request is not quite a bug but the feature isn't performing as the customer expected)

Examples of user tags:

  • Persona
    • Persona:Bob
    • Persona:Jill
  • User role or access level
    • Role:Admin
    • Role:Limited
    • Role:View only
  • Job title, team, or role
    • Job title:CXO
    • Job title:CSM
    • Job title:Admin
    • Job role:Sales
  • Customer Advisory Board Member
    • CAB:Yes
    • CAB:No
  • NPS Category
    • NPS:Detractor
    • NPS:Passive
    • NPS:Promoter

Examples of account tags:

  • Account owner or CSM
    • Owner:Bill
    • CSM:Sally
  • Industry
    • Industry:Education
    • Industry:Finance
  • Region
    • Region:Europe
    • Region:Eastern USA
    • State:Texas
    • Country:UK
    • City:Spokane
  • Plan type
    • Plan:Starter
    • Plan:Gold
  • Strategic
    • Strategic:Yes
    • Strategic:No
  • Customer Advisory Board Account
    • CAB:Yes
    • CAB:No

Tag categories

Categories offer a way of grouping tags together on the reporting and browsing pages. This makes it easier to find the tag(s) you're looking for.

To add a category, enter the tag like you normally would, but use the following format:

CATEGORY:TAG

For example, you might type, "Project: Integrations". In this example, "Integrations" is the tag, while "Project" is the category.

Here's an example of an account tag being added: 

Pasted_Image_8_4_17__12_35_PM.png

Once you press tab, enter, or click outside the box, the tag will be created. Or you can select existing filters that appear as you start typing. Here are some example feature tags & categories:

feature_tags.png

Once you've added a tag & category, the category and associated tags will be added to your Reports pages: 

Account_filters.png

Adding Tags

The following links will provide instructions on how to add tags to ideas, end users, and accounts.

 

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