Verified AI summary ◀▼
Tags are versatile tools that let you add context to tickets, users, and organizations. You can use them to create custom workflows, automate ticket tagging, and enhance reporting. Tags help you track specific inquiries, analyze trends, and optimize your support process. They integrate with business rules, views, and reports, offering flexibility in managing support requests.
Tags are words, or combinations of words, you can use to add more context to tickets and topics. You can apply tags to tickets, users, and organizations. For example, you might want to tag all requests that are actually sales inquiries with a tag like 'sales' or 'about_sales'. You can then create a view or a report to track these requests.
- Add tags to tickets and use those tags to create custom workflows. Agents can add tags manually. Admins can also enable automatic ticket tagging to automatically add tags based on keywords in ticket descriptions, and can add tags to messaging conversations when inactivity reminders are sent.
- Add tags to users and organizations. Tags that have been added to users and organizations are also automatically added to tickets.
- Add tags to the Transfer to agent step step in your legacy messaging bot to add those tags to your messaging tickets.
- Search for tickets by tag.
- Use tags in your business rules (automations, macros, and triggers) to create custom workflows.
- Create views and reports by tags.
- Analyze tag use to understand support request trends.
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