Oftentimes there are those clients who need special handling: the boss' nephew; the polite but constantly babbling guy; this lady who always sends freaked out messages as if the end of the world has come; that guy who always posts in a foreign language spoken by just one person in the company; that bully client from hell. You get the picture. These are the clients you have to live with, but which could take an unsuspecting support agent by surprise, in the negative sense of the word. We've all been there, done that, got the t-shirt so to speak.
For this reason you need an effective way to tag these "special" user accounts. This will serve as a reminder to the old-timers of the support staff and a warning to the new agents. It's special handling instructions, invisible to the clients themselves.
The options for each user tag are simple and self-documenting:
A very short title which will appear to managers in the
front-end of your site. Try sticking to 1-2 words here. Example:
A slightly longer description which will appear as a
tooltip in the front-end. Example:
User has customised
version of our software. Documentation doesn't
If set to No the tag will no longer appear in the front-end.
Even though the tags' titles and descriptions are only shown to managers and not the users themselves, you are advised to refrain from using derogatory terms and strong language. You can never know who might share an accidental screenshot.