Ticket Tags — How to Use Them Effectively
· 3× views
Tags allow you to label tickets with colored badges for better categorization and faster searching. Unlike categories, a ticket can have multiple tags at once. Categories tell you what the ticket is about; tags tell you what's happening with it.
Why Tag Tickets?
- Faster orientation — colored labels instantly reveal the context and state
- Better insights — identify trends (e.g., how many tickets relate to billing)
- Easier handoffs — a colleague instantly sees what's going on
- Automation — macros and automation rules can work with tags
How to Add a Tag
- Open the ticket detail
- In the Ticket tags section, click + Add tag
- Select the desired tag from the dropdown
Recommended Tag Types
By Problem Type
| Tag | When to Use |
|---|---|
| bug | Something isn't working, system error |
| feature | Request for a new feature |
| question | Customer is asking, no fix needed |
| billing | Invoicing, payments, subscriptions |
By Resolution Status
| Tag | When to Use |
|---|---|
| waiting-3rd-party | Waiting for an external vendor response |
| escalated | Has been escalated to a higher level |
| needs-verification | Fix is ready, waiting for customer verification |
By Priority
| Tag | When to Use |
|---|---|
| vip | Important customer or organization |
| sla-at-risk | SLA is approaching the limit |
| quick-win | Easy to resolve, low effort |
Combining Tags
A single ticket can have multiple tags: bug + vip = bug for an important customer, feature + billing = new feature request for the payment module.
Best Practices
- Tag immediately — the sooner you add a tag, the better
- 2-3 tags per ticket — optimal number
- Agree as a team — use the same tags for the same situations
- Update tags — when the situation changes
- Use colors meaningfully — red = problem, green = OK, blue = info
Tip: Well-tagged tickets save time for the whole team.
bug+vip+sla-at-risk= you instantly know what to do without reading the full history.
Was this article helpful?