Purpose
This guide provides an overview of ticket properties, metadata and tags within Freshdesk. Consistent use of metadata supports accurate reporting, trend analysis, service improvement and operational decision-making. All users responsible for managing tickets should familiarise themselves with the principles outlined in the Metadata & Tags Reference Guide.
Why Metadata Matters
Metadata provides the structure that enables requests to be categorised, analysed and reported consistently. Accurate and complete metadata improves visibility, supports reporting and helps identify trends, recurring issues and opportunities for improvement.
Reference Guide
For detailed guidance on:
- Ticket Properties
- Tags
- Properties vs Tags
- Tag Governance
- Reporting Considerations
- Metadata Best Practice
- Examples and Usage Guidance
Please refer to:
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