Tag a ticket
Add and remove tags on a ticket from the sidebar, create a new tag on the fly, and use tags to build views, rules and reports.
Last updated 2 min read
Tags describe what a ticket is about: a refund, a delivery question, a damaged item. They power views, rules and reports, so a consistent set of tags makes the whole helpdesk smarter.
Before you start
- Who can do this: agents, admins and owners.
- Plan: all plans.
- What you need: ideally an agreed list of tags, managed by an admin in Workflows > Tags.
Step by step
- Open the ticket.
- In the sidebar, find the tags. If there are none, it says No tags yet.
- Press + Add ("Add tags").
- Type to search under "Search or create a tag…". Pick a tag, or type a new name to create it.
- To remove a tag, press its cross ("Remove tag …").
What happens next
Tags save immediately. The activity log records "added the tag …" or "removed the tag …". The ticket now matches any view, rule or report that uses those tags.
Ways tags get on tickets
| How | Example |
|---|---|
| By hand | An agent adds "damaged" |
| By macro | A refund macro adds "refund" when sent |
| By rule | A rule tags emails that mention "where is my order" |
| In bulk | Tag selected on many tickets |
A starter set of tags
Most stores start with about ten: wismo (where is my order), refund, return, exchange, damaged, wrong-item, address-change, discount-code, product-question and vip. Add more only when a report shows you need them.
Tips
- Agree on a short list. "refund" and "refunds" split your reports.
- Tag for the reason the customer wrote, not for what you did. "damaged" tells you more next month than "replied".
- Combine a tag with Hide tickets tagged in a view to keep noisy tickets, such as newsletters, out of the main queue.
- Let rules do the routine tagging. See Create a rule.
- Pick tag colours in Workflows > Tags; they show as dots in the views rail. See Manage tags.
- Track trends in the Tags report. See Tags report.
Troubleshooting
"Invalid tags"
A tag was too long (over 100 characters) or there were more than 50. Shorten or remove some.
"No tag matches."
No tag has that name yet. Type the full name to create it.
"Viewers can look but not change tickets. Ask an admin for agent access."
Viewers cannot tag tickets.
Frequently asked questions
How do I add a tag to a ticket?
Open the ticket and, in the sidebar under the ticket's details, press the add button next to the tags, which shows plus Add. Search for the tag or type a new one, then pick it. The tag appears on the ticket at once and the activity log records added the tag.
Can agents create new tags?
Agents can type a new tag name in the tag picker to use it on a ticket. Managing the tag list itself, including colours, renaming and deleting, happens in Workflows, Tags, where owners and admins can rename a tag everywhere it is used.
How many tags can a ticket have?
Up to 50 tags, each up to 100 characters long. In practice two or three tags per ticket are enough. Tags are most useful when the whole team uses the same small set, so reports and views stay meaningful.
What are tags used for?
Tags describe what a ticket is about, such as refund, wismo or damaged. They drive shared views, rule conditions and the Tags report in Analytics, and macros can add them when sent. The coloured dots in the views rail come from tag colours.
How do I remove a tag from a ticket?
In the sidebar, press the cross on the tag, labelled Remove tag followed by its name. The activity log records removed the tag. To remove a tag from many tickets at once, rename or delete it in Workflows, Tags instead.
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Related articles
- Manage tags, colours and namesCreate tags with colours, rename a tag everywhere it is used, see how many tickets use each one and delete tags you no longer need.
- Use views to organise ticketsCreate shared views with filters for status, channel, tags, team and priority, group them into sections and choose which default views everyone sees.
- Update many tickets at onceSelect tickets in the list and assign, tag, close, snooze, mark read or unread, set priority, move to a team, mark as spam or move them to Trash in one go.
- See what customers write about with the Tags reportThe Tags report ranks tags by tickets created in the period, with each tag's share and change versus the previous period, to spot rising problems.
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