Tags and categories

Label tickets, conversations, contacts, and calls, and organize cases in a category tree.

What it is

Tags are short labels you apply to records. Categories are a structured, up to 3-level tree for classifying cases. Dispositions (close outcomes) live on their own page under Case Log, not here.

Menu paths look like Settings, then Tags. If a page is missing, check your role under Members, roles, and permissions.

Tags

1. Go to Settings, then Tags.

2. Work in the tab that matches what you want to label:

   • General: tickets and conversations

   • Contact Labels: contacts

   • CDR Tags: calls

3. Create or edit tags as needed for your team.

Agents apply tags when working tickets, conversations, contacts, or calls. Workflows can also add chat tags or contact labels automatically.

Categories

1. Go to Settings, then Categories.

2. Set your 3-level names first (what each level is called in your taxonomy).

3. Build the category tree under those levels.

4. Save. Agents and workflows can set categories on a case (up to 3 levels).

Dispositions (separate page)

Wrap-up outcomes and the Case Log form are configured under Settings, then Case Log. See Dispositions and wrap-up. Do not confuse dispositions with tags or categories.

Related pages

• Dispositions and wrap-up

• Custom fields

• Business hours and SLA

• Glossary