About tags
Tags are the most efficient way to organize your inbox by creating views that show only the tickets with a specific tag. Combined with AI auto-tagging, your inbox stays perfectly structured at all times. Make sure you heave read the Inbox & Views section before starting with Tags Tags are used to assign a specific context or category to a ticket. Inside the ticket, you can see all assigned tags, and you can add a new one using the small + icon.
Manage tags
There are two places where you can manage your tags:- Create new tags: When you click the + icon inside a ticket and search for a tag that doesn’t exist yet, you can create it on the spot and use it from then on.
- Edit existing tags: In the account-settings, you can edit your existing tags, rename them, or delete them entirely.
Dynamic vs. Static-Tagging
To keep your inbox perfectly organized, new tickets need to receive tags automatically. Luckily, that’s exactly what AI is for. In your AI Agents settings under General, you’ll find the auto-tagging option. There, you define the criteria the AI should use to automatically assign tags to incoming tickets.In contrast, under Rules you can define static conditions that automatically apply specific tags to tickets.
