You might want to add tags to mark important conversations. For example, if a customer asked for a refund, you can tag that ticket as "refund" and use it for later reference.
To tag a ticket: open it, click the tag icon at the top of the conversation (it shows "Add Tags" when you hover), pick a tag or type a new name and press Enter, then click Save. To remove a tag from a ticket, click the x on the tag shown on the ticket. To create, edit or delete tags for your whole account, follow the quick video below:
Frequently Asked Questions
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Tags help categorize, prioritize, or label conversations/tickets for better workflow management.
Go to Settings > Tags and click "+ Create Tag". Enter the name in the Tag Name field (use descriptive names). If you like, choose a Tag Color and a Tag Text Color (Light or Dark). Click Save.
Go to Settings > Tags and select the tag in the list on the left. Update the Tag Name, Tag Color or Tag Text Color, then click Save. The change shows on every ticket that uses the tag.
Go to Settings > Tags and select the tag in the list on the left. Click "Delete Tag", then click "Yes" to confirm. This cannot be undone. Tickets that already have the tag still show it as "(Deleted tag)". Click the x on it to remove it from a ticket. Inbox Workflows stop adding the deleted tag.
