How do I add tags to tickets?

Tags help you categorize and filter tickets. Use them. Don't go overboard.

Adding Tags to a Single Ticket

From the Ticket View

  1. Open the ticket
  2. Click the Tags field (or press T for keyboard warriors)
  3. Type a tag name
  4. Select an existing tag or press Enter to create a new one
  5. Add as many as you need (but keep it reasonable)

Removing Tags

Click the X on any tag. Gone.

Bulk Tagging

Got 20 tickets that all need the same tag? Don't do it one by one:

  1. Go to Tickets
  2. Select multiple tickets using checkboxes
  3. Click Bulk Actions
  4. Select Add tag or Remove tag
  5. Choose the tag and apply

Scales better.

Creating Tags in Advance

Plan your taxonomy:

  1. Go to Settings > Tags
  2. Click + Add Tag
  3. Enter:
    • Name – The tag text
    • Color – For visual distinction (pick something meaningful)
    • Description – Optional, but helpful for new team members
  4. Save

Now everyone uses the same tags. Consistency matters.

Tag Best Practices

Recommended Categories

  • Type: bug, feature-request, question, feedback
  • Product: product-a, product-b, mobile-app
  • Source: email, chat, phone, social
  • Status: needs-follow-up, waiting-on-dev, escalated

Do

  • Keep tags consistent (lowercase, hyphens, no spaces)
  • Limit to essential categories (5-10 tags beats 50)
  • Review and clean up periodically (delete what you don't use)

Don't

  • Create tags that overlap with priorities or ticket statuses
  • Use too many tags (analysis paralysis is real)
  • Forget to enforce naming conventions

Using Tags for Automation

Tags aren't just for organization. They trigger workflows:

  • Auto-assign tickets with billing tag to the billing team
  • Prioritize tickets with vip tag
  • Route to specific queues based on product tags

Set it up once in Settings > Automation. Let the system do the work.

The Golden Rule

Use tags to find things faster, not to make yourself feel organized.

If you can't remember what a tag means, delete it.