Tags
Tags are free-text labels you can attach to tickets for categorization, filtering, and automation. Unlike custom fields, tags are flexible and don’t require upfront configuration.
Adding tags
Add tags to a ticket from the ticket detail page. Start typing to see suggestions from your existing tags, or enter a new tag.
Tags can also be applied automatically via:
- Triggers — add tags when conditions are met
- Automations — add tags on a schedule
- Macros — include tags in quick-action templates
- AI classification — detected skills or intents can be mapped to tags
Using tags for filtering
Tags are available as filter criteria in:
- Views — create saved views that filter by tag
- SLA conditions — apply SLA policies to tickets with specific tags
- Analytics — segment reporting by tag
Tag autocomplete
When adding tags, Helpdesk suggests existing tags from your workspace. This helps maintain consistency and avoid duplicates. Search across up to 100 tags at a time.
Related
- Views — filter tickets by tag
- Rules & Triggers — auto-tag tickets with automations