Search & Tags

Finding a specific asset later depends on the media library's search and tagging, rather than remembering which ticket it was attached to.

Searchable fields

The media library search covers, at minimum:

• Filename — the original name of the uploaded file.
• Client — the client the associated ticket was created for, where applicable.
• Campaign — the campaign name field, when the source ticket's template captures one.
• Language — matched against the same language field used for skill matching elsewhere.
• Tags — free-form labels, described below.

How tags get added

Tags come from two sources: admin-defined tags applied automatically based on ticket or template metadata (every file from a "Radio Ad Production" ticket might be auto-tagged radio), and user-added tags applied manually by anyone with access, for anything the automatic tagging doesn't cover.

Filtering

Beyond keyword search, the library can be filtered by media type (Audio, Video, Image, PDF, Document), by a date range (when the file was uploaded), and by uploader (which user or AI Agent submitted it). Combining a keyword search with these filters is usually enough to find a specific asset from months ago in seconds, rather than scrolling back through old chat threads or shared drive folders trying to remember a filename.

That's the full Media Library section. Next, SLA Configuration covers how deadlines are enforced stage by stage.