Tags

DeskPress syncs tags from your Help Scout account and lets customers select them when submitting support tickets. This helps your team categorize conversations automatically, right from the moment they arrive.

How to Enable

1. In your WordPress dashboard, go to DeskPress > Dashboard > Getting Started.
2. Scroll down to the Tags section.

Configuration Walkthrough

Step 1: Sync Your Tags

Before customers can choose tags, DeskPress needs to pull the current list from Help Scout.

1. In the Tags section, check the box labeled Sync tags with Help Scout.
2. Click Save.
3. DeskPress will fetch all tags from your Help Scout account. This usually takes just a few seconds.

Step 2: Choose Which Tags to Show

Once the sync completes, a multi-select dropdown appears with all your Help Scout tags.

1. Click the Tags dropdown.
2. Start typing to search, or scroll through the list.
3. Select the tags you want customers to see on the support form.
4. Click Save.

Step 3: Verify on the Front End

Visit the page where your support form is displayed. You should see a tags dropdown as part of the form. When a customer submits a ticket, their selected tags are automatically attached to the new conversation in Help Scout.

Settings Reference

Tips and Common Questions

Q: I added new tags in Help Scout but they don't show up here.

Check the "Sync tags with Help Scout" box and save. DeskPress caches the tag list in your database for performance, so you need to manually refresh it when your Help Scout tags change.

Q: Where do the tags appear on the form?

Tags are shown as a dropdown on the support form for new conversations only. They do not appear on reply forms.

Q: Do tags slow down my site?

No. The tag list is cached locally in your WordPress database. It only contacts Help Scout when you explicitly sync.

Related documentation:

• Support Form
• AI Sentiment Analysis