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Tags add structured context to tickets. Use them to build views, track recurring topics, and route work to the right team.

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When to use tags

Use tags for categories that agents need to see at a glance, such as:
  • returns
  • cancellations
  • delivery questions
  • payment questions
  • product feedback
  • urgent follow-up
Ticket tag selector inside the inbox

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Manage tags

You can create tags from a ticket when the tag does not exist yet. Use account settings to rename, merge, or delete tags across the workspace. Open tag settings
Keep tag names short and specific. Refund requested is easier to use than Customer wants money back.

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Apply tags automatically

There are two tag automation paths:
  • Auto-tagging reads the conversation and applies tags based on tag descriptions configured in native tag settings.
  • Rules apply tags when fixed conditions match, such as channel, status, or sender.
Use auto-tagging for topic detection. Use rules for exact conditions. For spam classification, add a clear Spam tag description, then resolve tagged tickets with a rule. See Spam. Learn more in Auto-tagging.