Overview

Ticket Tags help teams categorize and organize tickets based on common issues, themes, or workflows.

Tags make it easier to group similar tickets, track recurring customer concerns, and generate more meaningful reports. They can be assigned to tickets manually and are available across the Ticket Management module.

When to use it:
Use tags to classify tickets by issue type, product area, customer concern, escalation reason, or any category relevant to your support process.

Consistent tagging helps identify recurring customer issues and improves reporting accuracy.

Key Use Cases

• Categorize customer issues
• Group similar tickets together
• Track recurring support themes
• Improve ticket reporting and analytics
• Simplify ticket filtering and management
• Monitor issue trends over time

Access Ticket Tags

To access Ticket Tags:

1. Navigate to Tickets from the main navigation menu.
2. Click Tags from the left panel.

View Existing Tags

The Tags page provides:

• Tag Name
• Number of linked tickets
• Edit Tag option
• Delete Tag option

Create a New Tag

To create a new tag:

1. Open the Tags page.
2. Click Create Tags.
3. Enter the desired tag name.
4. Click Confirm.

Choose clear and consistent tag names to ensure accurate reporting and easier ticket management.

Edit a Tag

To rename an existing tag:

1. Open the Tags page.
2. Click the Edit icon beside the required tag.
3. Update the tag name.
4. Save the changes.

The updated name will automatically reflect wherever the tag is assigned.

Delete a Tag

To remove a tag:

1. Open the Tags page.
2. Click the Delete icon beside the required tag.
3. Confirm the deletion.

Once deleted, the tag will no longer be available for assignment.

Deleting a tag may impact reporting and trend analysis for previously tagged tickets.

Assign Tags to Tickets

Tags can be assigned directly from an individual ticket.

To add tags:

1. Open the required ticket.
2. Locate the Tags field in the Properties panel.
3. Select one or more existing tags.
4. Save the changes.

Examples:

• Service
• Detractor
• Product Issue
• Escalation
• Billing Concern

This helps provide additional context and improves ticket categorization.

Remove Tags from Tickets

To remove a tag from a ticket:

1. Open the required ticket.
2. Locate the assigned tags in the Tags field.
3. Click the Remove (×) icon beside the tag.

The ticket will immediately be updated without that tag.

Using Tags in Reports

Tags are integrated with Ticket Reports and can be used to:

• Filter ticket data
• Analyze tag frequency
• Monitor tag trends
• Identify recurring customer issues
• Track issue categories over time

This helps support teams understand which issues occur most frequently and where improvements may be needed.

Refer to the Ticket Reports article to learn how Tag Statistics and Tag Trends use ticket tags for reporting and analysis.

Best Practices

To get the most value from Ticket Tags:

• Use standardized naming conventions
• Avoid creating duplicate tags for the same issue
• Apply tags consistently across tickets
• Review unused tags periodically
• Use tags that align with your reporting needs
• Create tags that represent actionable customer issues

A well-structured tagging system makes ticket management more efficient and provides deeper insights into customer feedback trends.