Tags can be added manually by agents or automatically by workflow rules and Zia’s Auto-Tag feature. Multiple tags can be applied to one ticket. Tags are searchable, filterable, and available as conditions in reports and automation rules.
Agents can create custom ticket views filtered by specific tags. A ‘Billing’ tag view shows only billing-related tickets, helping agents focus on their specialty without seeing unrelated tickets in their queue.
Reports filtered by tag show volume, response times, and resolution rates for specific ticket categories. If ‘Payment Gateway’ tagged tickets spike and have lower CSAT scores, this is a clear signal to investigate the payment process.
A ticket tag is a short label applied to tickets to categorise them by topic or type. Tags enable queue filtering, workflow automation, and category-level reporting without requiring formal classification fields.
Yes. Tags can be used as conditions in workflow rules and assignment rules. For example, when the ‘Urgent Escalation’ tag is added to a ticket, a workflow can automatically increase priority and notify the team lead.
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