How to Manage Ticket Tags

Tags let you label and organize tickets beyond categories. Use them for workflows, priorities, tracking, and custom grouping. Tag management is a Pro feature.

What Are Tags?

Tags are flexible labels you can attach to tickets for additional organization. Unlike categories (which are usually broad topics like “Billing” or “Technical”), tags are more specific and you can assign multiple tags to a single ticket.

Examples:

• bug, feature-request, documentation
• urgent, vip-customer, waiting-on-vendor
• v2.0, mobile-app, api-issue

Managing Tags

Go to Support Genix > Settings > Tags.

Create a Tag

1. Click Add New (or the + button).
2. Enter the Tag Name (max 150 characters).
3. Set the Status:
4. Set Show On (where the tag is visible):
5. Click Save.

Bulk Create Tags

You can create or update multiple tags at once:

1. Click Bulk Add/Update.
2. Enter multiple tags (one per line or as a JSON array).
3. Click Save.

Edit a Tag

1. Click the Edit button next to any tag.
2. Modify the name, status, or visibility.
3. Click Save.

Delete Tags

• Click the Delete button next to a tag to remove it.
• Select multiple tags and use bulk actions to delete them all at once.
• Deleting a tag removes it from the tag list but does not delete the tickets that had the tag.

Bulk Activate/Deactivate

Select multiple tags and use the bulk action dropdown to activate or deactivate them together.

Assigning Tags to Tickets

When Creating a Ticket

1. In the new ticket form, find the Tags field.
2. Select one or more tags from the dropdown.
3. Submit the ticket.

On an Existing Ticket

1. Open the ticket in the Ticket Details view.
2. In the Info section, find the Tags field.
3. Add or remove tags as needed.
4. The changes save automatically.

Bulk Tag Assignment

1. In the ticket list, select multiple tickets using checkboxes.
2. Choose Quick Edit from the bulk actions dropdown.
3. Select tags to add.
4. Click Apply.

Note: Bulk tag assignment adds tags to existing ones — it doesn’t replace them.

Filtering Tickets by Tag

1. In the ticket list, open the Tag Filter.
2. Select one or more tags.
3. The list shows only tickets with the selected tags.
4. Use All Tags to show all tagged tickets (regardless of specific tag).

Tags and Auto-Close

Tags integrate with the Auto-Close feature (Pro):

• In Settings > Auto Close, you can specify tags to exclude from auto-closing.
• Tickets with excluded tags will never be automatically closed, regardless of inactivity.
• This is useful for tags like vip, ongoing, or waiting-on-vendor.

See Automatic Ticket Closing and Cleanup for details.

Tags vs Categories

Use categories for the primary classification and tags for additional context.

Related Docs

• Automatic Ticket Closing and Cleanup
• Support Agent Guide