Tags

Tags allow to categorize and mark tickets. Think of tags as some kind of labels which can be attached to a ticket or a knowledge base answer. Manage tags in Zammad’s admin settings under Manage > Tags with the admin.tag permission.

All agents can tag tickets. You can find further information about tagging of tickets in our user documentation. It is even possible to use an AI agent for ticket tagging. Check out the AI Agents section for more information.

New Tags

Allow or disable the creation of new tags by agents. If disabled and you want to use tags in your instance, make sure to have a working set of tags available, your agents can choose from.

Add Tags

Use this field to add new tags. The field allows you to add more tags by using enter or tab. Click the Add button to save them. If new tags aren’t allowed, this is the only way to add tags via UI.

Delete Tags

If you don’t need a tag, delete it with a click on the trash icon in the Action column.

Find Tagged Tickets

You can find tickets based on their tags in different ways:

By providing an appropriate overview

Create a new overview and select “Tag contains …” as condition. You can find further information in Overviews.

By a search-query

Enter e.g.: tags:americano in the search and you will get all tickets that have been tagged accordingly.

By clicking on the tag in the tag management

In the tag management you can find an overview of existing tags used in the system (and a counter how often they are used):

By clicking the blue counter, a search for this tag is pre-populated in the search bar. Select one of the tickets or get a complete overview of all tickets that have this tag attached by clicking the Show Search Details.