This is a two part feature suggestion but it is related so I'll put it in one request.

Please consider:

1. adding Tags to Contacts and Account modules in Desk

2. allowing integration of Tags between Desk and CRM

Tags are a great tool to quickly and easily mark and segment Contacts and Accounts. It would be great to have the capability to extend this from the CRM to Desk. A similar feature already exists between CRM and Campaigns so Tags can be used to create custom segments within mailing lists in Campaigns.

There are many potential use scenarios. For example, Contacts in the CRM are segmented using Tags and pushed to Campaigns. The same Tags are pushed to Contacts in Desk. An email campaign is sent out from Campaigns and replies come into Desk. Using Tags it would be easy to create different kinds of reports, dashboards, custom views and use other reporting features across CRM, Campaigns and Desk for the same audience.

Best regards,

Mladen Svraka