Tags

What are tags?

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

Creating tags

To create a tag, go to Settings > Tags. Give the tag a descriptive name (e.g., "billing", "bug report", "feature request") and choose a color.

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 details panel on the right side of the ticket view. Click the tags section to see available tags and select the ones that apply. Multiple tags can be attached to a single ticket, and you can remove them at any time.

Tags can also be managed through the AI chat assistant or applied automatically by workflows.

Using tags for organization

Tags integrate with the filtering and saved views system. Filter your ticket list to show only tickets with specific tags, making 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.