Managing Tags

Organize conversations with tags. Tags are available on all plans.

What are Tags?

Tags are labels you can apply to conversations for:

• Categorization and filtering
• Tracking specific issues or topics
• Automation triggers
• Reporting and analysis

Creating Tags

• Go to Settings in the left sidebar
• Select Ticket Tags under Support

• Click New tag
• Enter a tag name
• Click Create

Applying Tags to Conversations

In the inbox:

• Open a conversation
• Find the tags section in the conversation details
• Click to add or remove tags
• Tags are saved automatically

Filtering by Tags

Find conversations with specific tags:

• Click the Filter button in the inbox
• Select one or more tags
• View filtered conversations

Using Tags in Automation

Tags can trigger or be applied by automation rules:

As a condition: Run rules only on conversations with specific tags.

As an action: Automatically add tags when conditions are met.

Example: Tag conversations containing "refund" as "billing-issue".

Editing and Deleting Tags

• Go to Settings > Ticket Tags
• Click the pencil icon to rename a tag
• Click the trash icon to delete

Deleting a tag removes it from all conversations.