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It is recommended to specify SLA and working hours and define Routing before configuring the tags.
Tags enable precise organization and automated assignment of tickets. They can carry various attributes and flexibly control routing. They are created in the Settings → Skills & Routing area. Here they can be organized hierarchically to ensure structured classification.

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Types of Tags

Tags are the basis for ticket categorization. They allow tickets to be classified according to various criteria. The following tags are distinguished: Skill Tags
These tags represent specific skills or areas of expertise such as billing or switching. If they are assigned to an employee, tickets with these skill tags are automatically routed to the appropriate agents or teams. General Tags
In addition to the skill tags referring to the abilities of employees, other tag categories are available. These tags allow tickets to be structured flexibly, labeled, and used for automatic distribution:
General tags label tickets to support internal workflows and processes:
  • Tags for processing hints, e.g. ‘Examination 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 telecommunication, and tickets can be assigned to the respective products.
These tags label specific properties at the customer level, e.g., “VIP” or “Legal dunning process in progress”. Such tags help agents quickly identify important information or specifically forward tickets of certain customers.
Similar to customer tags, these tags label specific properties at the contract level, e.g., “high outstanding claims” or “upselling potential”. These tags allow categorization and forwarding based on contract-specific attributes.

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Automatic Tag Assignment

We provide 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 autonomously and is further trained by manual changes made by the employee.ExampleTraining data for customer concerns on the topic “Bank details”:
Tags are assigned based on ticket, customer and/or contract attributes. Conditions can be combined as desired.ExampleCombination of conditions for customer concerns for marketing purposes:
Tags are assigned when both methods apply.ExampleHere, tags are recognized when the AI training data applies, AND the customer message does not refer to termination or move:
Tags are assigned based on one of the two methods.ExampleHere, tags are recognized when the AI training data applies, OR the customer message does not refer to termination or move. The assignment would probably apply for many cases:
Tags are assigned based on the entry channel of the ticket. If “Portal” and “E-Mail” are specified as channels, for example, the tag is only 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 subchannel through which a ticket was received. Subchannels can be specific email inboxes, chatbots, or telephone lines.
Tags are exclusively assigned manually by the processor.

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Additional Configuration Options

Additional settings allow an even more precise control:
  • Visible/activated: these tags are automatically assigned, and any employee can see them in the ticket
  • Not visible/disabled: these tags are no longer automatically assigned, and are visible only on tickets already tagged
  • Private/internals only: these tags are automatically assigned, but only employees with the permission to “View private tags” can detect them
Complexity defines which tag should be decisive for evaluation purposes if a ticket has been assigned multiple tags. The tag with the highest complexity (“Specialist topic”) will be used as the primary tag.
To give certain tickets priority, it may be necessary in certain cases to adjust the routing priority. This allows aligning the ticket processing process to individual requirements. The higher the priority, the faster a ticket is assigned to an agent at the same deadline and can be processed preferentially.
Defines whether a tag is considered in the skill-matching logic in routing. If routing relevance is deactivated, the tag is ignored when assigning agents — agents without this skill can still receive tickets with this tag. This is useful for tags that exclusively serve for categorization or internal identification and should not influence ticket distribution.
To check whether the configured detection of a tag works correctly, test cases can be created. After entering a Ticket-Id, press the “Playback” button. The result of the check will be shown immediately underneath.
Tags With SpamWhen a ticket is identified 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.