We’ve all been there. A customer reaches out with a baffling technical issue that no one on the team has encountered before. The result? That ticket languishes at the top of the queue, leading to a frustrated customer and a frustrated customer support team.

Ticket triggers automate real-time responses, giving customers a quick reply and assigning the right agent, while automations for time-sensitive tasks keep your follow-ups and reminders on track.

If you’re not tagging tickets yet and you’re not sure how to start, you’ve come to the right place. This guide will explain what ticket tagging is, why it's important, and how you can implement a ticket tagging system to streamline your support operations.

If you’re an early startup building out your first customer service department or you’re a new support leader trying to figure out the right structure for your team, you may not know how to assess if customer service tiers make sense for your company.