Adding and managing tags

Adding a tag to a ticket, seeing which exist, and the two ways of cleaning up a list that grew on its own.

Adding a tag to a ticket, seeing which exist, and the two ways of cleaning up a list that grew on its own.

Add a tag to a ticket

1. Open the ticket.
2. Click the tags field in the properties panel.
3. Start typing. Existing tags are suggested.
4. Submit.

Take the suggestion where one fits. Typing past it is how you end up with three spellings of the same idea.

See what exists

Admin Center lists your tags with how often each is used. That list is the honest picture of your account, and it is usually longer than anyone expects.

Two things to look for: tags used once or twice, which are typos or one-off experiments, and near-duplicates such as singular and plural forms of the same word.

Cleaning up

There is no rename that updates every ticket, so cleanup is two moves.

• For the future: fix what creates the tag. A macro, a field value or a trigger is usually behind a bad tag, and correcting the source stops the supply.
• For the past: bulk update the affected tickets to add the correct tag. Whether you remove the old one depends on whether any rule still reads it.

Restricting who can add tags

Agents can be prevented from editing tags through their role. Worth considering once your rules depend on tags heavily, because a hand-typed tag that collides with one a rule reads causes behaviour nobody can explain.

See also

• A tagging scheme that still works in three years
• Updating several tickets at once
• Turning tags on and off for your account