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It is recommended to establish SLA and Working Hours and define the Routing prior to configuring tags.
Tags allow for precise organization and automated assignment of tickets. They can carry various attributes and be flexibly used for controlling the routing. They are created in the Settings → Skills & Routing section. They can be organized hierarchically here to ensure structured classification.

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Types of Tags

Tags are the basis for ticket categorization. They allow for classifying tickets according to various criteria. The following types of tags are distinguished: Skill Tags
These tags represent specific skills or areas of expertise such as billing or switching. If they are stored with an employee, tickets with these skill tags are automatically routed to the appropriate agents or teams. General Tags
In addition to the skill tags, which refer to the capabilities of employees, there are more tag categories available. These tags allow tickets to be flexibly structured, labeled, and used for automatic distribution:
General tags label tickets, for example, to specifically support internal workflows and processes:
  • Tags for editing tips, e.g. ‘Review necessary’ or ‘Approval by boss’
  • Tags for service providers, e.g. ‘Service Provider 1’, ‘Service Provider 2’
  • Tags for further processing, e.g. synchronization error with backend
For companies with various brands or multiple organizational units (e.g. network and sales unit), these tags can be used to categorize tickets accordingly.
With product tags, multiple products can be managed, e.g. SLP, RLM, and telecommunications, and thus, tickets can be assigned to the respective products.
These tags mark specific characteristics at the customer level, e.g. “VIP” or “Legal dunning process in progress”. Such tags assist agents in immediately recognizing important information or specifically forwarding tickets of certain customers.
Similar to customer tags, these tags mark specific properties on the contract level, such as “high outstanding receivables” or “upselling potential”. These tags enable categorization and forwarding based on contract-specific attributes.

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Automatic Tag Assignment

Different detection methods are offered to assign certain tags to incoming tickets. The configuration of these assignment rules is done per tag. The following methods are available:
Machine learning algorithms are used to automatically assign tags based on patterns and historical data. The AI learns autonomously and is further trained by manual changes made by the employee.ExampleTraining data for customer concerns about “Bank data”:
Tags are assigned based on ticket, customer, and/or contract attributes. Conditions can be linked arbitrarily.Operators and expected values
OperatorExpected Data TypeEffect
=string, number, or booleanChecks whether the data point exactly matches the specified value.
!=string, number, or booleanChecks whether the data point deviates from the specified value.
containsstringChecks whether the data point contains the specified text.
not containsstringChecks whether the data point does not contain the specified text.
inarrayChecks whether the data point is included in the specified list of values.
not inarrayChecks whether the data point is not included in the specified list of values.
> / >= / < / <=numberCompares the data point numerically with the specified value.
is nullnull or no valueChecks if no value is present.
is not nullnull or no valueChecks if a value is present.
contains RegExstringChecks whether the data point corresponds to a regular expression.
ExampleLinking conditions for customer concerns for marketing purposes:
Tags are assigned when both methods apply.ExampleHere, tags are recognized if the AI training data applies, AND no reference to termination or relocation is taken in the customer’s message:
Tags are assigned based on either of the two methods.ExampleHere, tags are recognized if the AI training data applies, OR no reference to termination or relocation is taken in the customer’s message. The assignment would probably apply to many cases here:
Tags are assigned based on the ticket’s incoming channel. For instance, if the “Portal” and “Email” are determined as the channel, the tag is recognized only for these two channels. Tickets with the incoming channel “Letter” are excluded from this assignment.
Channel/Subchannel is a filter, not an independent detection ruleA channel or subchannel filter only determines for which incoming tickets a tag is even considered — it does not trigger the assignment itself. For automatic assignment, a valid detection rule is additionally necessary (e.g., AI detection or a condition — even an always-applicable condition in the sense of 1 = 1 suffices).When a channel/sub-channel filter is combined with the method “Manual detection only”, no automatic assignment happens.
Analogously to “Channel”, tags are assigned based on the subchannel through which a ticket was received. Subchannels can be specific email boxes, chatbots, or telephone lines.
Channel/Subchannel is a filter, not an independent detection ruleA channel or subchannel filter only determines for which incoming tickets a tag is even considered — it does not trigger the assignment itself. For automatic assignment, a valid detection rule is additionally necessary (e.g., AI detection or a condition — even an always-applicable condition in the sense of 1 = 1 suffices).When a channel/sub-channel filter is combined with the method “Manual detection only”, no automatic assignment happens.
Tags are assigned exclusively manually by the processor itself.

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Additional Configuration Options

Additional settings allow for even more precise control:
  • Visible / activated: these tags are automatically assigned and can be seen by every employee in the ticket
  • Not visible / deactivated: these tags are no longer automatically assigned and are only visible for already tagged tickets
  • Private / internal only: these tags are automatically assigned but are only visible to employees with the “Private Tags display” permission
The complexity determines which tag should be considered decisive for evaluation purposes when multiple tags have been assigned to a ticket. The tag with the highest complexity (“specialist topic”) is used as the primary tag.
To prioritize tickets with certain tags, it may be necessary in certain cases to adjust the routing priority. This allows the ticket processing process to be tailored to individual requirements. The higher the priority, the faster the ticket is assigned to an agent and can be processed preferentially given the same deadline.
Determines whether a tag is taken into account in the skill-matching logic in routing. If the routing relevance is deactivated, the tag is ignored in the agent assignment — agents without this skill can still receive tickets with this tag. This is useful for tags that are solely for categorization or internal labeling purposes and should not influence ticket distribution.
To check whether the configured detection of a tag works correctly, test cases can be stored. After entering a ticket ID, the “Playback” button is pressed. The result of the test is displayed directly below.
Tags with SpamIf a ticket is recognized as spam, it does not undergo regular tag detection. Instead, only the spam tags defined under Settings → Email → Spam Detection are set. Standard tags are not applied in this case.