# Tags

Tags are lightweight labels you add to requests to qualify work, drive automation, and report on themes. Create them on the fly from a conversation, or manage a curated list in Settings.

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### What tags are good for

* Triage: power Views and quick filters in the inbox.
* Automation: trigger workflows when a tag is added (route, notify, change priority).
* Reporting: slice dashboards by Tag name to spot trends and quantify effort.
* Knowledge: standardize language across teams (e.g., “Okta,” “Payroll,” “Incident”).

### Where you use/manage tags

* In a request: click Tags above the composer, search or create, then apply.
* Settings → Tags: review usage, edit names/colors, and manage the catalog.

#### Create and apply tags from a request

* Click Tags → search existing or select New tag.
* Pick a color and name that matches your taxonomy.
* Apply multiple tags if needed; remove any tag with one click.
* Changes are logged in the request timeline for audit.

#### Automation with tags

* Trigger workflows: Trigger = Tag is added → Conditions (optional: service, priority, channel) → Actions (assign, notify in Slack/Teams, set priority, add followers, set status, etc.).
* Add/remove tags via workflows: use tags as both triggers and outcomes to build simple playbooks, e.g.:
  * New request in “Payroll” service → Add tag “Payroll” → Route to HR Payroll.
  * Tag “Incident” added outside office hours → Notify on‑call, set priority High.
  * SLA at risk → Add tag “SLA‑risk” to surface in triage views.

#### See and report on tags

* Inbox/list/board: filter by tag for fast triage.
* Analytics → Request overview: add the Tag Name filter to measure volume, resolution time, and backlog by theme.
* Exports and audits include tag data.

#### Setup in minutes

* Define 10–30 core tags you’ll use across teams (e.g., Apps: Okta, Slack; HR: Payroll, Time‑off; Ops: Provisioning, Incident).
* Enable agents to create tags on the fly; periodically normalize in Settings → Tags.
* Build 2–3 starter workflows using Tag is added.

#### Best practices

* Keep names short and unambiguous; use singular (e.g., “Incident,” not “Incidents”).
* Prefer reusable category tags over one‑off labels.
* Use color to group families (Apps one color, HR another).
* Review monthly: merge/rename or remove low‑value tags; align with services.
* Don’t overload: 1–3 tags per request is usually enough.

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