Ticket Tags

How to Add Tags to a Ticket

Tags are a powerful way to categorize, track, and manage tickets in your Support Inbox. They allow your team to label tickets with meaningful identifiers that reflect their topic, sentiment, source, urgency, or workflow needs — making it easier to filter, prioritize, and analyze conversations at scale. Tags can be applied both manually by agents or admins and automatically by the system.

Types of Tags

Manual Tags (Agent/Admin Applied)

These are tags that agents or admins can add, edit, or remove during the lifecycle of a ticket. Common use cases:

• Labeling issue types (e.g., Order Delay, Payment Issue, Returns)
• Highlighting sentiment (e.g., Angry Customer, Happy Customer)
• Tagging escalation (e.g., Urgent, Needs Manager)

To add or remove a manual tag:

1. Go to the ticket header.
2. Click on the Tags field to view or search from the list of available tags.
3. Select or deselect as needed — changes are saved in real time.

Tags added here reflect across all views, filters, and analytics dashboards.

System Tags (Automatically Applied)

These are predefined tags added automatically by the system, based on specific events or conditions.

Examples of system tags include:

• Bot Ticket – applied when a ticket is handled by automation
• Agent Reassigned – when a ticket is reassigned from one agent to another
• WhatsApp / Instagram / Email – indicating the source channel
• Escalated by Bot – when the bot escalates to an agent

📌 These tags cannot be removed or edited manually, ensuring consistency for reporting and automation workflows.

Why Tags Matter

• Enable quick filtering and search
• Feed into analytics and dashboards for performance reporting
• Drive automation and routing rules (e.g., escalate if tag = Escalated by Bot)
• Create custom views for specific teams or workflows