Need to organize and categorize your tickets? Tags are your best friend for keeping everything sorted and searchable. Each workspace can create its own set of tags, and every ticket can have as many tags as needed. Tags help you track ticket types, departments, or any other classification system that makes sense for your team. Whether you’re managing IT requests, HR inquiries, or customer support tickets, tags make it easy to find what you’re looking for.

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Creating Tags

Introduction The main hub for tag management is in your workspace settings. Head to Settings > Tags to create and manage your tag library. Here you can create tags with three key components:
  • Name: The tag label that appears on tickets
  • Description: Optional context about when to use this tag
  • Color: Visual identifier to help distinguish tags at a glance
This is perfect for setting up your core tag system before your team starts creating tickets. You can always modify tag names and colors later, even when they’re already assigned to tickets. Changes will automatically update across all tickets using that tag.

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Adding Tags to Tickets

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When Creating Tickets

Introduction When you’re creating a new ticket, you can assign existing tags from your workspace’s tag library. This makes it easy to categorize tickets right from the start.

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From the Ticket Page

Once a ticket is created, you have several options for adding tags: Direct Assignment: Click on the tags section to add existing tags or create new ones Quick Assignment: Use the Option+T (Mac) or Alt+T (Windows) keyboard shortcut to quickly assign existing tags without leaving the ticket page

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From the Ticket List

Introduction You can also assign tags directly from the ticket list view without opening individual tickets. This is perfect for bulk tagging or quick organization when reviewing multiple tickets.

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Filtering with Tags

Filter the ticket list by specific tags to focus on relevant tickets. This makes it easy to find tickets by department, type, or any other classification system you’ve set up.

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Best Practices

Keep it Simple: Start with a few essential tags and expand as needed. Too many tags can make organization harder, not easier. Color Coding: Use colors strategically - maybe blue for IT requests, green for HR inquiries, red for security issues. Team Consistency: Establish tag naming conventions so everyone on your team uses tags the same way. Tags are workspace-specific, so each workspace can have its own tagging system that makes sense for that team’s needs.