Plan requirement
| Subscription | Any plan |
| Access | Agent |
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
- Open the ticket.
- Click the Tags field in the properties panel.
- Start typing. Separate tags with spaces, and a tag that does not exist yet is created when you press Enter.
- Click Submit.
The suggestions are the fifteen tags used most in the last sixty days, so take one where it fits. Typing past a suggestion is how you end up with three spellings of the same idea.
Two mechanical limits. Only letters, digits, dash, underscore, colon and forward slash survive: a tag containing anything else loses those characters when the ticket is updated. And the field holds 5,096 characters in total, which is generous until an organisation tag, a form and three triggers all write to it.
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 seldom short.
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 in a custom role can add and remove tags only if that role allows it. 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.
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