# Tags

> Classify tickets with project tags: who can create and apply them, filters, bulk edits, and how workflows add and remove them.

Source: https://joely.io/documentation/tickets/tags
Last updated: 2026-10-25

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](https://joely.io/documentation/automations/conditions.md) tests the ticket's tags, picked from your list.
- The [**Add tag** and **Remove tag** actions](https://joely.io/documentation/automations/actions.md#add-tag) change them.
- The [**Tag with AI** action](https://joely.io/documentation/automations/actions.md#tag-with-ai) lets the assistant pick, among the tags you allow, the ones that apply.
- The [`{ticket.tags}` placeholder](https://joely.io/documentation/automations/placeholders.md) 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.