Plan requirement
| Subscription | Any plan |
| Access | Agent |
A tag is a label a rule can read. Cheap to add, which is exactly why most accounts have a few hundred nobody understands.
Where tags come from
- Agents adding them by hand.
- Triggers and automations adding them as an action.
- Macros, which usually tag what they were used for.
- Drop-down and checkbox fields, which carry a tag per value automatically.
- Users and organisations, whose tags can be copied onto their tickets.
That last two surprise people. A good deal of your tag list was never typed by anyone.
What tags are good at
- Marking that something happened. A reminder was sent, a rule fired, a ticket was escalated.
- Carrying state between rules. One trigger sets it, a later one reads it. This is how you express logic the two condition blocks cannot.
- Marking exceptions, such as a ticket that should be excluded from a rule.
What they are bad at
Categorisation. A tag is free text with no list, no validation and no spelling check, so twelve agents produce twelve variants. If you want to count something, it belongs in a drop-down field, which gives you a fixed list and clean reporting.
Tags as a category scheme is the single most common reason an account's reporting cannot be trusted.
The test
Is this something a rule reads, or something a person chooses? Rules read tags. People choose fields.
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