Select the Configure Tags button to create color-coded tags to categorize tickets in your queue. Tags appear on each ticket and can be used to filter and report on ticket activity.
Create a Tag
Click Add Tag.
Enter a tag name.
Select a color using the color picker or by entering a hex code.
Choose which queues the tag should apply to, or select All Queues.
Ensure the Enabled toggle is active, then save.
Tag Rules (Global)
The Tag Rules button on the Tags settings page allows rules based on ticket-level fields such as source (Staff, Web, Kiosk). For example:
Source = Staff → Apply tag: Staff Added
Source = Web → Apply tag: Remote
Applying Tags to Tickets
Manually Adding Tags
From the Queue page:
Click the three-dot menu (⋮) on a ticket.
Select Tags and choose the tag(s) to apply.
Tags save automatically and display immediately on the ticket.
Custom Action Buttons
Custom buttons can be configured to apply a tag in one click, appearing in the ticket action menu alongside Done, Assign to me, and Note. Useful for high-frequency tags like Checked In or Needs Assistance.
Auto-Tagging
Tagging Rules in Waivers / Forms
Tags can be automatically applied based on how customers answer form questions. Navigate to Settings > Waivers/Forms, open a form, and click Tagging Rules.
Click + Add Rule.
Under When (all must match), define conditions using the question dropdowns.
Under Apply Tags, select the tag(s) to apply.
Click Save.
Note: All conditions within a rule must match for the tag to be applied. Multiple rules are evaluated independently.
Tagging Rules in Custom Fields
Tagging rules can also be triggered by Custom Field responses. A Tagging Rules button is available within the Custom Fields settings section.
Note: For date fields, use YYYY-MM-DD format. For checkbox or radio fields, the condition value must match the answer option exactly.
How Rules Are Applied
A few important behaviours to be aware of when using tag rules:
If a rule condition is met, the tag will be applied — even if an agent has manually removed it. The tag will be reapplied the next time the rules check runs.
If the field driving the rule is updated so the condition is no longer met, the tag will be automatically removed.
Tag rules can be copied between locations. Tags themselves are shared across all locations, but can be scoped to specific queues if needed.
Searching and Reporting on Tags
Tickets Page
Tags are visible on each ticket row and can be used to search and filter results on the Tickets page.
Reports
Report filters include a Tags option to pull all tickets containing specific tags.
Tips & Best Practices
Use consistent tag names across your organization to keep reporting clean.
Use waiver-based auto-tagging to reduce manual effort — let intake questions do the work.
Use ticket source rules to automatically differentiate walk-in vs. remote customers.