Tags help you categorize and filter tickets. Here's how to use them without creating a taxonomy nightmare.

Adding Tags to a Single Ticket

  1. Open the ticket
  2. Click the Tags field
  3. Type a tag name
  4. Select an existing tag or press Enter to create a new one

To remove a tag, click the X next to it.

Bulk Tagging

Select multiple tickets using checkboxes, then use Bulk Actions to add or remove tags across all of them at once.

Managing Tags

Define your tags ahead of time in Settings > Global Tab > Ticket Tags. This keeps everyone on the same page and prevents duplicate tags with slightly different names.

There are also separate tag sets for customers and articles under Customer Tags and Article Tags in the same Global settings tab.

Practical Advice

Keep your tag list short. Five to ten well-chosen tags beats fifty that nobody remembers. If you can't recall what a tag means without looking it up, delete it.