Tags

What Are Tags?

Tags are colored labels you can attach to tickets to categorize and organize your support conversations. Each tag has a name, a color, and an auto-generated slug. Tags are shared across your entire workspace, so every team member sees and uses the same set.

Creating Tags

To create a tag, navigate to your workspace settings and open the Tags section. Give the tag a descriptive name (e.g., "billing", "bug report", "feature request") and choose a color. The slug is generated automatically from the name.

Plan your tag structure before creating too many. A focused set of well-named tags is more useful than dozens of overly specific ones.

Applying Tags to Tickets

You can add tags to a ticket from the ticket details panel on the right side of the ticket view. Click the tags section to see available tags and select the ones that apply. You can attach multiple tags to a single ticket, and you can remove tags at any time.

Tags can also be managed through the AI chat assistant. Ask the assistant to add or remove tags from the current ticket and it will handle it for you.

Using Tags for Organization

Tags integrate with the filtering and saved views system. You can filter your ticket list to show only tickets with specific tags, which makes it easy to focus on a particular topic or priority level.

Common Tag Strategies

• By topic: "billing", "technical", "account", "shipping"
• By priority: "urgent", "low-priority"
• By workflow stage: "needs-review", "waiting-on-customer", "escalated"

Combine tags with status filters and assignee filters to build powerful saved views. For example, a saved view for "urgent open tickets assigned to me" helps you prioritize your most pressing work.