Tags

Tags are lightweight, color-coded labels you attach to tickets for categorization and quick visual identification. Each tag belongs to a specific project and has a name and a display color. Use tags to surface patterns across your ticket queue – for example, “billing”, “bug”, or “feature-request”.

How tags display

On the ticket detail page, tags appear as colored chips in the Tags card on the right sidebar. Each chip shows the tag name with its assigned background color, making it easy to scan a ticket’s categories at a glance.

In the ticket list, tags associated with each ticket are visible alongside the subject, helping you identify patterns without opening individual tickets.

Color conventions

Pick distinct colors for your most common tags so agents can identify categories at a glance. For example, use red for bugs, blue for feature requests, and yellow for billing issues.

Organizing tickets with tags

Tags help your team in several ways:

Categorization – group tickets by topic (billing, onboarding, bug, feature request) so agents can quickly understand what a ticket is about.
Pattern recognition – spot recurring issues by noticing which tags appear frequently.
Triage – use tags to signal special handling, such as “escalation” or “VIP customer”.

Tag management

Tags are configured at the project level. Project administrators can create, rename, and delete tags from the project settings. Each tag has:

Property	Description
Name	A short label displayed on the chip (e.g. “billing”, “bug”).
Color	A hex color code that sets the chip’s background color.

Tags in the activity timeline

When a tag is added to or removed from a ticket, the change is recorded in the activity timeline. Tag Added events and Tag Removed events both appear with their respective indicators, giving you a full history of how a ticket’s categorization evolved.