📚Categorizing Cases with Tags

Using tags to label cases.

Tags are a useful tool for labeling and classifying case records.

They can be shared across the entire organization and are particularly helpful for searching cases and analyzing data. To manage the global tag list, use the Metadata tool.

Automation can be configured to base conditions on tags to determine whether specific actions should be executed.

Tagging Cases

Agents can tag cases using the Agent Console when processing them.

Only tags added to the case's service category can be used. To add tags to a service category, use the Service tool.