How to Manage Tags in BoldDesk
Tags in BoldDesk are lightweight labels used to categorize and organize tickets, chat, contacts, contact groups, Knowledge Base, and activities. They help agents filter work, automate processes, and maintain consistent classification across the help desk. Tags are managed centrally in the Admin Center and applied through the Agent Portal.
The tagging feature is only available in the Agent Portal. It can be used only by Agents, not by customers.
Tags Management in Admin Center
You can manage all tags from Admin Center → Tags.
The Tags module is divided into three sections based on where tags are used:
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General – Tags applied to tickets, contacts, contact groups, and activities
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Knowledge Base – Tags used with knowledge base articles
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Chat – Tags added in live chat conversations
Each tab displays:
- A list of existing tags
- Who created each tag
- The created date
- System tags (identified with a “System” badge)
- How widely tags are used across the platform
This centralized view ensures admins maintain consistent labeling across the help desk.
Available Tag Actions
From Admin Center → Tags, you can perform:
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Create Tag
Use when adding a new label for organizational or automation purposes. -
Edit Tag (Rename Tag)
Update a tag’s name everywhere without removing its associations. -
View Details
Review where a tag is applied across the system. -
Remove Tag
Remove from a specific module where applicable. -
Delete Tag
Remove the tag completely. It will be removed from all associated tickets, messages, contacts, contact groups, and activities.
How to Create a New Tag
Path:
Admin Center → Tags → Create Tag
Steps:
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Click Create Tag in the upper‑right corner.
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Enter the tag name.
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Save the new tag.
You may also create tags directly from the following screens in the Agent Portal:
- Ticket Creation (Tags field below the Description)
- Ticket Details page (Tags field in the right-hand panel)
- Contact and Contact Group creation or edit pages
How to Rename a Tag
Renaming a tag updates it across the system without removing its associations.
Path:
Admin Center → Tags → Edit icon
Steps:
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Click the Edit (pencil) icon beside the tag.
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Update the name.
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Save your changes.
The edit tag option allows you to edit the tag’s name in all places, so the tickets, messages, contacts, contact groups, and activities associated with the tag will not be changed.
How to Delete a Tag
Deleting a specific tag will completely remove the tag from the associated tickets, messages, contacts, contact groups, and activities.
Path:
Admin Center → Tags → kebab menu (⋮) → Delete
Steps:
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Click the three-dot menu next to a tag.
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Select Delete.
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Confirm the deletion.
How to View Details About a Tag
The View Details option shows how and where a tag is being used across BoldDesk.
Path:
Admin Center → Tags → kebab menu (⋮) → View Details
Steps:
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Locate the tag you want to inspect.
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Click the three‑dot menu next to a tag.
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Select View Details.
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A Tag Details panel will appear showing, for the selected tag:
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Counts by entity:
- Ticket
- Message (belongs to comments and notes)
- Agent
- Contact
- Contact Group
- Activity
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Each line displays the number of items currently using the tag (for example, “3 – Ticket”, “0 – Message (belongs to comments and notes)”, etc.).
This is especially helpful before renaming or deleting tags to avoid disrupting existing workflows.
Using Tags in Tickets, Contacts & Contact Groups
In Tickets
You can manage tags from:
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Ticket Details → Tags field (right panel)
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New Ticket → Tags field (below Description)
Agents can add or remove tags at any time unless restricted by permissions.
In Contacts & Contact Groups
Tags can be applied:
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During creation
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During editing via
Contacts → Edit or Contact Groups → Edit
This supports improved segmentation and filtering.
Searching for a ticket by tags
Basic and advanced search supports can filter a ticket by using tags.
For accessing the Tags module, an agent must have a role with “Manage Tags” permission enabled.
Also, to restrict new tag creation and removal of existing tags from a ticket, you should enable the related permission checkbox in the Tickets module as shown in the following screenshot.
FAQs
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Can customers see or use tags in the Customer Portal?
No. Tags are only available inside the Agent Portal. -
Does renaming a tag remove it from existing tickets or contacts?
No. Renaming only changes the display name; all associations remain intact. -
Are tag categories (General, Knowledge Base, Chat) customizable?
No. These categories are system-defined and cannot be modified. -
Can tags be used as conditions or actions in automation rules?
Yes. Tags are available within Admin Center → Automation for building workflows. -
Can I bulk-delete multiple tags at once?
No. Tags must be deleted individually from the Tags module.
