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Auto Ticket Tags will look at a ticket’s subject and first inbound public comment, then pick up to three tags you’ve nominated as AI tags. It takes the guesswork out of organizing new tickets so you can stay focused on the real work without worrying about manual tagging.

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Enable auto ticket tags

  1. Go to Settings → AI → Auto Ticket Tags
  2. Toggle Auto Ticket Tags on
  3. Select the tags you want evaluated by AI
  4. Select how many tags you want suggested: 1, 2, or 3
  5. If you want tags to apply themselves automatically, toggle on Apply Tags
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How it works

  • AI looks at the ticket’s subject and first inbound public comment
  • It compares that info against the name and description of any tags you’ve nominated
  • You can create or edit tags under Settings → Tags → Ticket Tags

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Create tags for AI use

  1. Head to Settings → Tags → Ticket Tags.
  2. Click Create a Ticket Tag (if you need a new one) or Edit (if you’re changing an existing tag).
  3. Enter the tag name and description (emojis are supported)
  4. Check Mark as AI tag so it can be picked up by the Auto Ticket Tags feature.
  5. Save your changes.
  • Keep your tag titles and descriptions clear and specific. It helps the AI match them more accurately.
  • If you’re trying to test how the AI will tag, just send a test ticket with a relevant subject and comment to see if it picks the right ones.

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Example tags