Before configuring tags, we recommend setting up SLA and working hours as well as defining routing.

Tags enable precise organization and automated ticket assignment. They can hold various attributes and be flexibly used to control routing.

They are created in the Settings → Skills & Routing section. Here, they can be organized hierarchically to ensure structured classification.

Types of tags

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

Automatic tag assignment

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

Other configuration options

Additional settings allow for even more precise control: