Tag Management
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Tags are colored labels that help organize and categorize tickets. Administrators create and manage tags, while the support team assigns them to tickets.
Access
In the admin panel, go to Tags in the Helpdesk section.
Creating a Tag
Click + New Tag and fill in:
| Field | Description | Required |
|---|---|---|
| Name | Short descriptive tag name | Yes |
| Color | Badge color — 9 presets + custom HEX code | Yes |
| Description | Explanation of when and why to use the tag | No |
Using Tags
Tags are assigned to tickets in three ways:
- Manually — support team adds a tag on the ticket detail
- Automatically — via automation rules ("Add tag" action)
- Macros — one-click via macro ("Add tag / Remove tag" action)
Managing Tags
In the tag list, you can edit (name, color, description) or delete (only if the tag is not assigned to any ticket).
Integration with Automations
Tags can be used in automation rules as actions ("Add tag", "Remove tag") or as conditions.
Tip: Create a tag system based on your workflow — e.g., "Awaiting deployment", "Needs approval", "VIP customer". They help visually distinguish tickets in the list.
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