How to Manage Tags

Tags are labels that can be attached to tickets, message, contacts, contact groups and activities. Tags are a powerful feature that can be used for categorization, filtering, or automation. In the Admin center, there is a module available to manage tags.

Tags Module

To manage tags centrally, navigate to the Admin Center > Tags module. This page is divided into three sections:

• General
• Knowledge Base
• Chat

Each section displays the tags used in its respective category, along with details about how frequently each tag has been used. This categorization helps admins and agents track tag usage across different areas of the system.

You can:

• View all tags used under each section.
• See the usage count for each tag within its category.
• Identify how widely each tag is applied across tickets, knowledge base articles, or chat conversations.
  

Options are available to

• Create a tag
• Rename a tag
• Remove a tag

Adding a New Tag

A new tag can be added from the Tags module by going to Admin Center > Tags, clicking Create Tag, entering a name, and saving it.
Tags can also be created while creating a ticket or from the ticket details page.

Renaming/Editing a tag

The edit option is used to change the name of the tag.

Note: The edit tag option allows you to edit the tag’s name in all places, so the tickets, message, contacts, contact groups and activities associated with the tag will not be changed.

Deleting a tag

Deleting a tag will completely remove the tag from the associated tickets, message, contacts, contact groups and activities.

Using tags in ticket/contact/contact group module

On the Ticket Details page, you can view and manage tags in the Tags field located in the right panel. Click the field to add or remove tags quickly, with changes updated instantly for all agents.

• Add a tag using the Details page, after creating a ticket.
  

• Tags can also be added during ticket creation in the Tags field below the Description box, allowing immediate categorization before submission.

• For contacts and contact groups, tags can be set at the creation time or in the edit section.
  

Searching for a ticket by tags

Basic and advanced search supports can filter a ticket by using tags.

Note: For accessing the Tags module, an agent must have a role with “Manage Tags” permission enabled.