3.6. Tag and Categorize Service Tickets for Faster Searching

From the ticket detail view, under the Tags section, click the + control, type a tag name, and press Enter or click the Save button. Tags help categorize and search tickets efficiently. You can remove tags by clicking the 'x' next to them from the ticket dashboard or the detailed ticket view.

Figure 1: The Tags section sits on the ticket detail view under the routing fields — the + control adds a tag without changing the ticket's status, board, or priority.

Ticket tags give service teams a lightweight way to group related work without changing the ticket's status, board, or priority. They are useful for queues that need quick scanning, such as tickets tied to Security Monitoring, recurring printer issues, VIP users, or a client rollout.

Use tags when a ticket needs an extra searchable label that helps dispatchers and technicians find similar work later.

1. Open the ticket from the ticket dashboard or by clicking its ticket number.
2. In the ticket detail view, find the Tags section and click the + control.
3. Type the tag name you want to add. Use a short, consistent phrase, such as "Security Monitoring," "After Hours," or "Needs Vendor."
4. Press Enter or click the Save button.
5. Confirm the tag appears on the ticket.
6. To remove a tag, click the 'x' next to it from the ticket dashboard or the detailed ticket view.

After you save, the ticket is categorized with the selected tag. Team members can use the tag as a visual cue while reviewing the ticket and as a search or filtering aid when looking for related issues.

Operational tip: keep tag names consistent. "Microsoft 365," "M365," and "Office 365" may all mean the same thing to technicians, but inconsistent tags make reporting and searching less useful. For a client-specific label, include the client context only when it adds value, such as "Pioneer Law Go-Live" for a temporary onboarding wave.

For the broader ticket detail screen, see Viewing and Updating Ticket Details.