> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Tags

> Tag tickets with flexible workspace-specific labels to track ticket types, departments, projects, or any classification system your team needs.

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.

<View title="Human" icon="user">
  ***

  ## Create tags

  <Steps>
    <Step title="Navigate to tag settings">
      Go to **Settings > Tags** in your workspace.
    </Step>

    <Step title="Click New Tag">
      Click **New Tag** to open the creation form.
    </Step>

    <Step title="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
    </Step>

    <Step title="Save tag">
      Click **Create** to add the tag to your workspace library.
    </Step>
  </Steps>

  <Info>
    You can modify tag names and colors at any time. Changes automatically update across all tickets using that tag.
  </Info>

  ***

  ## Add tags to tickets

  <AccordionGroup>
    <Accordion title="During ticket creation" icon="plus" defaultOpen>
      When creating a new ticket, assign existing tags from your workspace's tag library in the tags field.
    </Accordion>

    <Accordion title="From ticket page" icon="ticket">
      Once a ticket is created, you have several options:

      **Direct assignment**: Click the tags section to add existing tags or create new ones

      **Keyboard shortcut**: Use **Option+T** (Mac) or **Alt+T** (Windows) to quickly assign tags without leaving the ticket page
    </Accordion>

    <Accordion title="From ticket list" icon="table">
      Assign tags directly from the ticket list view without opening individual tickets. Select multiple tickets for bulk tagging.
    </Accordion>

    <Accordion title="With workflows" icon="workflow">
      Use <Tooltip headline="Workflows" tip="Automated actions triggered by ticket events" cta="Learn about workflows" href="/documentation/automate/workflows/overview">workflows</Tooltip> to automatically apply tags based on ticket properties or events.
    </Accordion>

    <Accordion title="With AI agents" icon="bot">
      Configure <Tooltip headline="AI agents" tip="AI assistants that handle requests automatically" cta="Learn about AI agents" href="/documentation/automate/ai-agents/overview">AI agents</Tooltip> to suggest or apply tags based on ticket content.
    </Accordion>
  </AccordionGroup>

  ***

  ## Filter with tags

  Filter the ticket list by specific tags to focus on relevant tickets. Tag filters work in:

  * Ticket list <Tooltip headline="Views" tip="Saved filters and column configurations for organizing tickets" cta="Learn about views" href="/documentation/tickets/organize/views">views</Tooltip>
  * Saved filters
  * <Tooltip headline="Analytics" tip="Reports and metrics for tracking ticket performance" cta="Learn about analytics" href="/documentation/measure/analytics">Analytics</Tooltip> dashboards

  Use tag filters to find tickets by department, type, or any classification system you've established.

  ***

  ## Tags vs categories

  While both help organize tickets, they serve different purposes:

  | Feature        | Tags                                   | Categories                         |
  | -------------- | -------------------------------------- | ---------------------------------- |
  | **Assignment** | Manual, AI-assisted, or workflow-based | Automatic via AI                   |
  | **Purpose**    | Flexible labeling                      | Primary classification             |
  | **Limit**      | Multiple per ticket                    | One per ticket                     |
  | **Examples**   | "Urgent", "VIP", "Needs Review"        | "Password Reset", "Hardware Issue" |

  <Callout icon="link" color="#6B7280">
    Learn more about [Categories](/documentation/tickets/organize/categories) for AI-powered automatic classification
  </Callout>

  ***

  ## Best practices

  <AccordionGroup>
    <Accordion title="Start simple" icon="circle-check" defaultOpen>
      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)
    </Accordion>

    <Accordion title="Use strategic color coding" icon="palette">
      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.
    </Accordion>

    <Accordion title="Establish naming conventions" icon="pencil">
      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.
    </Accordion>

    <Accordion title="Review and refine regularly" icon="refresh-cw">
      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
    </Accordion>
  </AccordionGroup>

  <Info>
    Tags are workspace-specific. Each workspace can have its own tagging system tailored to that team's needs.
  </Info>
</View>

<View title="Agent" icon="bot">
  ## Mental model

  Tags are multi-label, workspace-scoped labels that can be applied to tickets. A ticket can have zero or many tags. Tags are never automatically assigned by the classification system (that is what categories do), but they can be applied by agents, workflows, bulk actions, or the AI Tags channel setting.

  |                               | Tags                                            | Categories                   |
  | ----------------------------- | ----------------------------------------------- | ---------------------------- |
  | **Per ticket**                | Zero or many                                    | Zero or one                  |
  | **Auto-assigned at creation** | No (unless AI Tags channel setting or workflow) | Yes (AI classifier)          |
  | **Purpose**                   | Supplementary metadata                          | Primary topic classification |
  | **Scope**                     | Workspace                                       | Workspace                    |

  Use tags when you need multiple overlapping labels on the same ticket, or for metadata that does not represent the ticket's primary topic (e.g., process state, team ownership, urgency indicators).

  ***

  ## Assignment methods

  Tags can be applied through several mechanisms:

  | Method                      | When it applies                                                                                          |
  | --------------------------- | -------------------------------------------------------------------------------------------------------- |
  | **Manual**                  | User adds tags during ticket creation or on an existing ticket                                           |
  | **Bulk action**             | User selects multiple tickets and applies tags at once                                                   |
  | **AI Tags channel setting** | Channel setting that automatically extracts and applies tags based on message content at ticket creation |
  | **Agent rules**             | Agent applies tags based on conversation context or rule logic                                           |
  | **Workflows**               | "Add Tag" or "Set Tags" workflow actions apply tags based on trigger conditions                          |
  | **Keyboard shortcut**       | Option+T (Mac) or Alt+T (Windows) on the ticket page                                                     |

  The AI Tags channel setting and workflow-based tagging are the two automated methods. AI Tags analyzes the initial message content and applies relevant tags from the workspace library. Workflow-based tagging uses the Tags Changed trigger or applies tags as an action step.

  ***

  ## Common tagging patterns

  **By process state:** "Needs Review", "Approved", "Escalated", "Waiting on Vendor". Useful when statuses alone do not capture the full lifecycle.

  **By team ownership:** "IT Team", "Security", "HR". Useful when tickets in a single channel may be handled by different sub-teams.

  **By request source or type:** "VIP", "Executive", "Compliance", "Audit". Useful for flagging tickets that need special handling regardless of category.

  **By automation state:** "Auto-resolved", "Agent-handled", "Escalated-to-human". Useful for tracking AI agent effectiveness and intervention rates.

  Tags and categories work well together. Categories handle the "what is this about" question (Password Reset, Hardware Issue). Tags handle the "what else is true about this" question (VIP, Escalated, IT Team).

  ***

  ## Integration with workflows and rules

  **Workflow triggers:** The "Tags Changed" trigger fires when tags are added to or removed from a ticket. Use this to build automation like notifying a channel when a ticket is tagged "Escalated" or assigning tickets when tagged with a team name.

  **Workflow actions:** The "Add Tag" and "Set Tags" actions apply tags as part of a workflow. "Add Tag" appends to existing tags. "Set Tags" replaces all existing tags.

  **Agent rules:** Reference tags in agent rules to instruct the agent to apply tags based on conversation context. For example: "When a user mentions a security concern, add the Security tag." The agent can also read existing tags on a ticket to inform its responses.

  ***

  ## Constraints and gotchas

  * Tags are workspace-scoped. Tags created in one workspace are not available in another.
  * Renaming a tag updates the name across all tickets that have it. No tickets lose the tag.
  * Deleting a tag removes it from all tickets. There is no "reassign to another tag" step like there is for channels.
  * There is no limit on the number of tags per ticket, but excessive tagging reduces usefulness. Aim for 1-5 tags per ticket as a practical guideline.
  * Tag filters in views use AND logic. If you filter by two tags, only tickets with both tags appear.
  * The AI Tags channel setting applies tags at ticket creation only. It does not re-tag existing tickets when messages are added.
  * Tags do not sync to external integrations. Tags applied in Ravenna do not appear in Jira, Linear, or other connected systems.
</View>