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What tags are

A tag is a short label such as Billing, Bug report or VIP. A conversation can carry any number of tags, and your workspace keeps one shared list of them. Tags are separate from the conversation’s category (customer or agent request), which stays as it is.

Tagging a conversation

Open a conversation and find Tags in the Conversation card of the details panel on the right.
  • Click Add tag and start typing. Pick a tag from the list, or choose Create ”…” to make a new one on the spot.
  • Click the × on a tag to remove it.
  • Picking a tag the conversation already has removes it, so the list works as a checklist.
Tags also show under each conversation in the list. Adding and removing tags needs the Reply inbox permission.

Tagging in bulk

Select conversations with the checkboxes in the list, then click the Tag icon in the toolbar above the list:
  • Add tag puts one tag on every selected conversation. You can create a new tag here too.
  • Remove tag lists the tags the selected conversations carry and takes the one you pick off all of them.

Tagging with a routing rule

Routing rules can tag new conversations automatically. In Settings > Inboxes > Routing, edit a rule and use the Add tags action. See Routing Rules.

Filtering by tag

Tag is a field in every inbox filter: the filter bar above the list, saved views, inbox entry filters and routing rule conditions. Tag names are compared without regard to capitalisation. Add two Tag is conditions to one group to require both tags.

Managing tags

Go to Settings > Inboxes > Tags (needs the Edit settings permission) to keep the list tidy:
  • New tag creates a tag with a name and a colour.
  • Rename or recolor changes a tag everywhere. Filters and rules that use the tag follow the new name.
  • Merge into… moves every conversation from one tag onto another, then deletes the first. Filters and rules switch to the remaining tag.
  • Delete removes the tag from every conversation. Rules stop adding it, and filters on it stop matching.
Each tag shows how many conversations carry it. Names are unique; “billing” and “Billing” are the same tag.

Tags in Ask AI and MCP

  • Ask AI can query tags and the conversations that carry them in its data scripts, so it can filter and group by tag (for example, conversations per tag last month).
  • MCP clients can list tags (data_list_ticket_tags), see them on tickets (data_get_ticket, data_search_tickets, which also takes a tag filter) and change them (inbox_tag_ticket). See Scopes & Permissions.