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Tags are flexible labels for organizing tickets. Each workspace can create its own set of tags, and tickets can have multiple tags assigned. Use tags to track ticket types, departments, priority levels, or any classification system that works for your team.

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Create tags

1

Navigate to tag settings

Go to Settings > Tags in your workspace.
2

Click New Tag

Click New Tag to open the creation form.
3

Configure tag

Set the tag properties:
  • Name: The tag label that appears on tickets
  • Description: Optional context about when to use this tag
  • Color: Visual identifier to distinguish tags
4

Save tag

Click Create to add the tag to your workspace library.
You can modify tag names and colors at any time. Changes automatically update across all tickets using that tag.

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Add tags to tickets

During ticket creation

When creating a new ticket, assign existing tags from your workspace’s tag library in the tags field.
Once a ticket is created, you have several options:Direct assignment: Click the tags section to add existing tags or create new onesKeyboard shortcut: Use Option+T (Mac) or Alt+T (Windows) to quickly assign tags without leaving the ticket page
Assign tags directly from the ticket list view without opening individual tickets. Select multiple tickets for bulk tagging.
Use to automatically apply tags based on ticket properties or events.
Configure to suggest or apply tags based on ticket content.

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Filter with tags

Filter the ticket list by specific tags to focus on relevant tickets. Tag filters work in:
  • Ticket list
  • Saved filters
  • dashboards
Use tag filters to find tickets by department, type, or any classification system you’ve established.

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Tags vs categories

While both help organize tickets, they serve different purposes:
FeatureTagsCategories
AssignmentManual, AI-assisted, or workflow-basedAutomatic via AI
PurposeFlexible labelingPrimary classification
LimitMultiple per ticketOne per ticket
Examples”Urgent”, “VIP”, “Needs Review""Password Reset”, “Hardware Issue”
Learn more about Categories for AI-powered automatic classification

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Best practices

Start simple

Begin with a few essential tags and expand as needed. Too many tags can make organization more difficult.Common starting tags:
  • Priority levels (High, Medium, Low)
  • Departments (IT, HR, Finance)
  • Status indicators (Needs Review, Approved, Escalated)
Assign colors based on purpose or urgency:
  • Blue for IT requests
  • Green for HR inquiries
  • Red for security issues
  • Yellow for pending items
Consistent color usage helps teams quickly identify ticket types.
Create clear tag naming standards for your team:
  • Use consistent capitalization
  • Avoid abbreviations unless widely understood
  • Keep names concise but descriptive
  • Document tag purposes in descriptions
Consistency ensures everyone uses tags the same way.
Periodically review your tag usage:
  • Identify rarely used tags for removal
  • Consolidate overlapping tags
  • Add new tags based on emerging patterns
  • Update descriptions as usage evolves
Tags are workspace-specific. Each workspace can have its own tagging system tailored to that team’s needs.