Tags in Helpdesk Tickets
Helpdesk tickets can have assigned tags — colored labels that make categorization and searching of inquiries easier.
Configuring Tags
- Go to Helpdesk → Settings (
/helpdesk/settings) - Click the Tags link — it will take you to the tag list (
/organize/tags?type=tickets) - Create a new tag or edit an existing one
- In tag editing, check Use in tickets (or Use everywhere if the tag should be available in all modules)
A tag must have the “Use in tickets” or “Use everywhere” option checked to appear as an option on inquiries.
Adding Tags to Tickets
When tags available for tickets exist in the system, the Tags field appears on the ticket creation and editing form. You can:
- Select one or more tags from the list
- Search for a tag by name
- Remove an assigned tag
Tags are also copied when cloning a ticket (Clone and close option in the ticket menu).
Searching by Tags
In advanced ticket search (/helpdesk/tickets), a Tags filter is available. It lets you display only inquiries with a selected tag.
Clicking a tag on the ticket list also filters results by that tag.
Where Tags Are Visible
- Ticket list — colored tag labels appear below the inquiry title
- Ticket view (show) — tags visible below the inquiry title
- Ticket form — field for selecting tags (creation, editing)
- VoIP Call Center form — tags also available when creating inquiries from call center
Tag Colors
Each tag has an assigned color that is visible on lists and in the detail view. The color can be set when editing the tag in settings.