Overview
Admins can create, edit, and delete ticket tags to organize and categorize support tickets efficiently. Proper tag management enhances ticket tracking, reporting, and resolution workflows.
Creating, Editing, & Deleting Tags
Creating a Tag
- Navigate to Dashboard > Settings > Support Inbox > Ticket Tags.
- Click Create Tag.
- Enter a clear, descriptive tag name (e.g., "Billing_Issue" or "Wrong_Order").
- Click Save to add the new tag.
Renaming Tags
- To Edit a Tag: Locate the tag, click the Edit icon, modify the name, and save.
- The new tag name is automatically updated on all associated tickets.
- Analytics and reports retain historical data with the updated name.
Deleting Tags
- To Delete a Tag: Select the tag and click Delete to remove it permanently.
- The tag is removed from all associated tickets.
- Analytics will not reflect the deleted tag.
Finding, Sorting, and Filtering Tags
Searching for Tags
Use the search bar to find tags by name.
Sorting Tags
Tags can be sorted by:
- Name → Alphabetically (A-Z or Z-A).
- Usage → Number of tickets linked to the tags
Quick Access to Tickets from the Tag Management Page
- Each tag displays the number of tickets linked to it.
- Click on the ticket count beside a tag to open a filtered view showing all associated tickets.
- This helps agents quickly locate and manage tagged tickets.
Tag Naming Rules
When creating or renaming tags, the following rules apply:
Validation | Requirement |
Allowed Characters | Alphanumeric (A-Z, 0-9), dashes (-), underscores (_), and colons (:) |
Restricted Characters | Special characters such as #, @, !, etc., are not allowed |
Multiple Words | Tags can contain multiple words but must be connected using an underscore (_) |
Character Limit | Tags must be 32 characters or fewer |
Tag Limits & Increasing the Limit
- Maximum Custom Tags: The platform allows up to 50 custom tags.
- Reaching the Limit: New tags cannot be created unless unused tags are deleted.
- Increasing the Limit: Contact your platform administrator or customer support to request an increase.
Best Practices for Managing Tag Limits
✔️ Regularly review and clean up outdated tags.
✔️ Use consistent naming conventions to avoid duplicates.