Tags are simply keywords or labels — what they mean is entirely up to you. Name your tags based on your needs. They should reflect the topic or characteristics of the ticket or folder they’re assigned to. There are no limits!
How to create tags
Go to Settings > Tags
Simply enter a name for your tag and click Add tag.
For example, you can create a tag called Italy and set up a routing rule to assign tickets with this tag to agents who speak Italian.
How to use tags
Tags can be applied to tickets and folders. Tickets will automatically be routed to folders that share the same tags. It’s that simple.
You can:
- Manually add tags to tickets from the ticket menu
- Automatically assign tags through routing rules
For more details, see:
- Ticket settings
- How to create routing rules