Help Scout: Ticket tagging made easy: tips and best practices

A guide to ticket tagging basics—covering what tags are, why they matter, and how to build a system that actually keeps your support team sane.

Are you struggling to sort through a mountain of customer support tickets? Imagine trying to find all the billing inquiries you received yesterday — without any clear way to categorize them. It would be like looking for a pile of needles within a bigger pile of needles.

This is where ticket tagging in your email ticketing system comes in. With tags, you can add keywords to your tickets, making them easily searchable and filterable. Want to see all the billing issues from the past week? A quick search with the “billing” tag could do the trick.

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.

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