Tags

Tags are your own labels for tickets: Bug, Refund, Install help, VIP. Each project manages its own list, and the team uses it to classify, find and route tickets.

Tags are internal. Customers never see them: not on the portal, not in their Discord direct messages, and not in the ticket's conversation.

Managing the tag list

Staff with the Manage ticket tags permission manage the list from Settings → Tags:

• Name: up to 50 characters, unique in the project. Uniqueness ignores case, so Bug and bug cannot both exist.
• Color: any color, picked from the presets or as a hex code.
• Description (optional): up to 300 characters. It explains when the tag applies, to your team and to the AI when a workflow lets it pick tags.
• Order: drag the tags to reorder them. That order is the one used everywhere tags are listed.

A project can have up to 50 tags. Renaming or recoloring a tag updates it on every ticket at once.

Deleting a tag removes it from every ticket that carries it. The confirmation shows how many tickets and workflows use it. Workflows that still reference a deleted tag keep working: they skip that tag until you update them.

Tagging a ticket

On a ticket, the Tags row of the sidebar lists its tags. Staff with the Update tickets permission add and remove tags there. A ticket can carry up to 10 tags.

Each change is recorded in the conversation as an internal line ("Tags added: Bug"), visible to the team only. Other team members viewing the ticket or the ticket list see the change right away. Tags added by the AI are marked with a sparkle.

Finding tickets by tag

The ticket list has a Tags column and a Tags filter:

• Selecting several tags shows the tickets that carry any of them.
• No tag shows the tickets without any tag.

Like the other filters, the tag filter is kept in the page address and in your filter presets.

Bulk tagging

Select tickets in the list, then use Tags in the bulk actions bar to add tags, remove tags, or both, on up to 50 tickets at once. A ticket that would go over 10 tags is left unchanged and reported, the others are updated.

Tags in automations

Workflows can read and change tags:

• The Tags condition tests the ticket's tags, picked from your list.
• The Add tag and Remove tag actions change them.
• The Tag with AI action lets the assistant pick, among the tags you allow, the ones that apply.
• The {ticket.tags} placeholder writes their names in a message.

A common setup: on Ticket creation, a condition on the form button the customer chose, then Add tag. The ticket is classified before anyone opens it.