Tags
Tags are short, free-text labels you attach to tickets. They give your team a lightweight way to categorize work without setting up formal fields first — start typing and apply whatever labels fit how you actually work.
Why tags help
A tag is a fast signal you can add in the moment and act on later. Teams commonly tag by:
- Topic —
billing,bug,feature-request,shipping. - Product area — the feature or component a ticket concerns.
- Handling —
needs-review,vip,follow-up.
Because tags are flexible, they capture patterns that don’t warrant a dedicated field.
Add tags to a ticket
Open a ticket and add tags from the ticket detail. As you type, Helpdesk suggests tags your team already uses, which keeps spelling consistent and avoids near-duplicates like refund and refunds. Apply an existing tag or create a new one on the spot.
Filter and report by tag
Tags become useful once you slice the queue by them:
- Views — build saved views that filter to one or more tags, such as all open
billingtickets. See Views. - Reporting — segment volume and trends by tag to see which topics drive the most tickets.
Keep tags tidy
Tags are only as useful as they are consistent. Agree on a small, shared vocabulary, prefer suggested tags over new ones, and avoid overlapping labels. A focused tag set makes filtering and reporting far more reliable than a sprawling one.