Comment tags: Evaluation in Insights

A few weeks ago, we introduced comment tagging: since then, you’ve been able to tag individual comments instead of just entire tickets. Now you can also evaluate and filter by these tags in Insights, and include them in reports.

How it works

New filter: Post tag and comment tag
The existing tag filter is now called Post tag. Alongside it, there’s a new filter called Comment tag. Use it to filter dashboards and widgets specifically by tags applied at the comment level, independent of the ticket’s own tag.

Extended table: Assigned tags
The Assigned Tags widget now has a new column called Comments. It shows you directly how often a tag was applied at the comment level.

New widget: Tag comments
A new bar chart shows you the number of comments per tag, sorted by frequency. This lets you see immediately which topics are generating the most comments right now.

Good to know

The data still comes from the existing Tag Manager, which you’ll find under Settings > Tags. As with comment tagging itself, this requires an L or Custom plan.

Your benefit

With just a few clicks, you can now find out what your community is actually talking about, not just which topics they mention. Your dashboards and reports show you exactly how many complaints, product questions, and so on are coming in, and how they develop over tim

If you have any questions, don’t hesitate to contact our Support Team via Chat or support@swat.io.