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

Tags enable precise organization and automated assignment of tickets. They can carry various attributes and can be flexibly used to control routing.

Tags are created in the “Settings” section under “Skills & Routing”. They can be organized hierarchically to ensure a structured classification.

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Types of Tags

Tags form the basis for ticket categorization. They allow tickets to be classified according to various criteria. The following types of tags are distinguished:

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Automatic Tag Assignment

We offer various detection methods to assign individual tags to incoming tickets. The configuration of these assignment rules is done on a per-tag basis. The following methods are available:

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Additional Configuration Options

Additional settings allow for even more precise control: