We recommend setting up SLAs and working hours and defining the routing before configuring tags.

Tags allow a precise organization and automatic assignment of tickets. They can carry various attributes and be flexibly used to control routing.

They are created in the Settings → Skills & Routing section. This is where they can be organized hierarchically to ensure a structured classification.

​
Types of Tags

Tags form the basis for ticket categorization. They enable tickets to be classified according to different criteria. The following types of tags are differentiated:

​
Automatic Tag Assignment

We offer various recognition methods to assign specific tags to incoming tickets. The configuration of these assignment rules is carried out per tag. The following methods are available:

​
Additional Configuration Options

Additional settings allow even more precise control: