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We recommend setting SLAs and working hours and defining routing before configuring tags.
Tags allow for precise organization and automated assignment of tickets. They can carry various attributes and be flexibly used for routing control. They are set up in the Settings → Skills & Routing section. Here they can be organized in a hierarchical manner to ensure structured classification.

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Types of Tags

Tags are the basis for ticket categorization. They enable tickets to be classified according to different criteria. The following tags are differentiated: Skill Tags
These tags represent specific skills or expertise areas, such as billing or change requests. If they are stored for an employee, tickets with these skill tags are automatically routed to the appropriate agents or teams. General Tags
In addition to skill tags, which refer to the skills of employees, other tag categories are available. These tags allow tickets to be flexibly structured, labeled, and used for automated distribution:
General tags mark tickets to specifically support internal workflows and processes:
  • Tags for processing instructions, e.g. ‘Examination required’ or ‘Boss’ approval needed’
  • 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 indicate specific properties at the customer level, e.g. “VIP” or “Legal dunning process ongoing”. Such tags help agents to immediately recognize important information or to deliberately forward tickets from certain customers.
Similar to customer tags, however, these tags identify specific characteristics at the contract level, for example, “high outstanding receivables” or “upselling potential”. These tags allow categorization and forwarding based on contract-specific attributes.

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Automatic Tag Assignment

We offer various detection methods to assign certain tags to incoming tickets. The configuration of these assignment rules is done per tag. The following methods are available:
We use Machine Learning algorithms to automatically assign tags based on patterns and historical data. The AI learns independently and is further trained by manual changes made by the employee.ExampleTraining data for customer inquiries about “bank details”:
Tags are assigned based on ticket, customer, and/or contract attributes. Conditions can be linked at will.ExampleLinking conditions for customer inquiries for marketing purposes:
Tags are assigned when both methods apply.ExampleHere, tags are recognized when the AI training data applies, AND the customer’s message does not refer to cancellation or relocation:
Tags are assigned based on either of the two methods.ExampleHere, tags are recognized when the AI training data applies, OR the customer’s message does not refer to cancellation or relocation. The assignment would likely apply to many cases here:
Tags are assigned based on the ticket’s entry channel. For example, if “Portal” and “E-Mail” are defined as channels, the tag will only be recognized for these two channels. Tickets with the entry channel “letter” are excluded from the assignment here.
Similar to “channel”, tags are assigned based on the sub-channel through which a ticket was received. Sub-channels can be specific email inboxes, chatbots, or phone lines.
Tags are only assigned manually by the processor.

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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 any employee in the ticket
  • Invisible/disabled: these tags are no longer automatically assigned, and are only visible on already tagged tickets
  • Private/internal only: these tags are automatically assigned, but are only visible to employees with the “Show private tags” permission
The complexity determines which tag should be considered decisive for evaluation purposes if multiple tags have been assigned to a ticket. The tag with the highest complexity (“Specialist topic”) is used as the primary tag.
To give tickets with certain tags priority, it may be necessary to adjust the routing priority in certain cases. This allows the ticket processing process to be tailored to individual requirements.The higher the priority, the faster the ticket will be assigned to an agent with the same deadline and can be processed preferentially.
Tags can be assigned the “Spam” property. When a ticket is automatically detected as spam, all tags with this property are assigned to the ticket. Spam tickets do not receive any other tags (including the default tag). This way, spam tickets can be categorized and routed separately.
To check if the configured detection of a tag works correctly, test cases can be stored. After entering a ticket ID, the “Replay” button is pressed. The result of the check is displayed immediately underneath.