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.

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.