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Help Center›Admin Setup (For Admins)›Ticket management setup›Tags and tag groups
Table of contents
  • Overview
  • Key Features
  • How to create tags and tag groups
  • How to add a tag to a ticket
  • How to edit a tag or tag group
  • How to archive or restore a tag or tag group
  • Best practices for tags and tag groups
  • FAQs & Troubleshooting
  • What is the difference between a tag and a tag group?
  • Can I add more than one tag to a ticket?
  • Can I create a tag while working on a ticket?
  • Can I move a tag to another group?
  • Do tags affect routing?
  • How do I find a specific tag?

    • Tags and tag groups

    Last updated October 12, 2026

    Who can use this feature?
    Admins set it up; Agents use it on tickets.

    Overview

    Tags are short labels that add context to tickets. They help agents see at a glance what a ticket is about and let you group, filter and report on similar tickets. Tag groups bundle related tags under a parent category, such as Product, Ticket Type or Stage, so your tag list stays organized as it grows.

    You create and manage tags and tag groups in  "App Configuration > Ticket Management > Tags" .

    Related articles:
    •  How to create and manage routing rules: Apply tags automatically to incoming tickets.
    •  How to configure SLA rules: Use tags as a condition for an SLA.
    •  How to create and manage canned responses: Add tags automatically when a canned response is sent.
    •  How to create and manage campaigns: Auto-tag tickets that come from a campaign.

    Key Features

    • Manual tagging: Agents add or remove tags directly on a ticket.
    • Tag groups with colors: Each group has its own color, so agents can spot a ticket's category at a glance.
    • Routing rules and automations: Apply tags automatically when a ticket meets your conditions.
    • Campaign auto-tagging: Tag every ticket that comes from a Broadcast campaign.
    • Chatbot tagging: Set tags in a chatbot "Create Ticket" block to triage bot handoffs.
    • Canned responses: Add tags to a ticket as soon as an agent sends a canned response.
    • SLA targeting: Use tags as a condition to decide which tickets an SLA applies to.
    • Reporting: Filter metrics and spot trends by tag.
    • Archive instead of delete: Archive outdated tags and groups without losing historical reporting data.

    How to create tags and tag groups

    To create a tag group:

    1. Go to  "App Configuration > Ticket Management > Tags"  and open the "Groups" tab.
    2. Click "Add tag group".
    3. Enter the group name, for example "Product".
    4. Click the color picker and choose a color for the group.
    5. Click "Create tag group".

    To create a tag:

    1. Open the "Tags" tab and click "Add tag".
    2. Complete the fields:
    • Name: Enter the tag name.
    • Group: Optionally, choose a tag group, or leave "No group".
    1. Click "Create tag".
    Important:
    Use a consistent naming pattern, such as Category - Detail, and assign tags to a group whenever possible. This helps agents pick the right tag every time.

    For example, a "double payment" tag in a "Payment Issues" group tells an agent at a glance that the ticket is about billing, involves a duplicate charge, and may need the payments team. Common groups include Bug, Feature Request, Billing, Login, API and Other.

    Important:
    Review tickets tagged "Other" once a month. If the same topic keeps appearing, create a dedicated tag for it.

    How to add a tag to a ticket

    1. Open the ticket.
    2. Press "T", or click "Ticket Actions" and select "Add Tag".
    3. Search for the tag or scroll through the list and select it.

    How to edit a tag or tag group

    1. Go to  "App Configuration > Ticket Management > Tags"  and open the "Tags" or "Groups" tab.
    2. Click the ellipsis icon next to the tag or group and select "Edit".
    3. Make your changes. For a tag, you can rename it, move it to another group or select "No group".
    4. Click "Update tag" to save.

    How to archive or restore a tag or tag group

    1. Go to  "App Configuration > Ticket Management > Tags"  and open the "Tags" or "Groups" tab.
    2. Click the ellipsis icon next to the tag or group and select "Archive".
    3. Click "OK" to confirm.

    To restore it, turn on "Show archived", click the ellipsis icon next to the archived item, select "Unarchive" and click "OK".

    Important:
    Archived tags are removed from active use, but your historical reporting data is kept.

    Best practices for tags and tag groups

    • Keep names clear and consistent: Use a standard format, such as Category - Detail (for example, Integration - ActiveCampaign), so agents pick the right tag every time.
    • Avoid over-tagging: Keep the number of active tags small. Too many similar tags confuse agents and make reports less accurate.
    • Use groups for hierarchy: Assign each tag to a group when you can, so the dropdowns stay organized.
    • Audit periodically: Review your tags regularly and archive outdated or duplicate ones.
    • Automate whenever possible: Let routing rules, chatbot workflows and canned responses add tags for you instead of relying only on agents.

    FAQs & Troubleshooting

    What is the difference between a tag and a tag group?

    A tag labels an individual ticket. A tag group bundles related tags under a parent category to keep them organized.

    Can I add more than one tag to a ticket?

    Yes. Add as many relevant tags as you need.

    Can I create a tag while working on a ticket?

    Yes. You can create new tags while working on a ticket.

    Can I move a tag to another group?

    Yes. Edit the tag and choose another group, or select "No group".

    Do tags affect routing?

    Not on their own. Tags don't route tickets by themselves. Routing rules use them: a rule can add tags automatically when a ticket meets its conditions.

    How do I find a specific tag?

    Use the "Find by tag name..." search bar, or click the "Name" or "Group" column headers to sort the list.

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