What is Tags?

Converge Converge Team
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Labels used to categorize and organize customers or tickets

What is Tags?

Tags are labels you attach to conversations and customer profiles to categorize, filter, and analyze your support activity. Common tags include issue type (billing, technical, shipping), priority (urgent, normal), customer segment (VIP, enterprise, trial), and status (waiting-for-customer, needs-follow-up). Tags can be applied manually by agents or automatically through routing rules based on message keywords or customer attributes.

Unlike ticket status (which follows a linear flow: open → pending → resolved), tags are flexible and non-exclusive. A single conversation can have multiple tags simultaneously—"billing" + "VIP" + "urgent" all at once. This flexibility makes tags the primary tool for organizing and reporting on support activity.

Why Tags Matters

Without tags, your support data is an undifferentiated mass of conversations. With tags, you can answer critical questions: "What percentage of our tickets are billing-related?" "How many VIP customers contacted us this week?" "Are technical issues increasing after the latest release?" Tags transform raw conversation data into actionable business intelligence.

Tags also power automation. Routing rules can use tags to direct conversations—tag "billing" triggers assignment to your billing specialist, tag "enterprise" sets high priority. Auto-tagging based on keywords reduces manual work and ensures consistent categorization across agents.

Tags in Practice

A team implemented 12 tags across 3 categories: issue type (billing, technical, shipping, account, feature-request), customer tier (enterprise, pro, free), and urgency (urgent, normal). Monthly tag reports revealed that "shipping" issues spiked 300% every holiday season, enabling them to pre-staff for those periods. They also discovered that "feature-request" tags correlated strongly with enterprise customers, informing product roadmap priorities.

Related Terms

labelscategoriesclassification

Related Reading

→ Tag Management Guide → Tags Guide → Auto-Routing with Tags

Frequently Asked Questions

10-20 tags organized into 3-4 categories (issue type, customer segment, priority, status). Fewer than 5 doesn't provide useful granularity. More than 30 creates inconsistency—agents can't remember them all and start applying them arbitrarily.
Both. Use auto-tagging for clear keyword matches ('refund' → billing tag, 'error' → technical tag). Use manual tags for nuance that automation can't detect (sentiment, escalation potential, VIP identification). Review auto-tag accuracy monthly and adjust rules.
Categories are typically single-select and hierarchical (a ticket has one category). Tags are multi-select and flat (a ticket can have many tags). Categories work for primary classification; tags work for secondary attributes. Most teams use both: a category for the main issue type and tags for everything else.

More Customer Terms

Customer Profile →Contact →Conversation History →Customer Journey →Customer Lifecycle →Segmentation →