Learn how ticket tags help categorise and route tickets efficiently.
What Are Ticket Tags?
Ticket tags are custom labels that help agents and teams quickly route specific tickets to certain agents
How to create a Ticket Tag
- Go to settings > Ticket tags > Add ticket tag
- Add a name for the tag and ensure it’s set to ‘Active'
Who Can Create Ticket Tags?
- Admins and supervisors can create, edit, or delete tags.
- Agents can only apply existing tags.
Best Practices for Using Ticket Tags
- Use consistent tagging across teams for better reporting.
- Avoid over-tagging, which can clutter workflows.
- Regularly review and update tags to stay relevant.