Routing & Tags
Tag Configuration
Types, detection methods, and other options
Tip
It is recommended to establish SLA and Working Hours and define the Routing prior to configuring tags.
Tags allow for precise organization and automated assignment of tickets. They can carry various attributes and be flexibly used for controlling the routing.
They are created in the Settings → Skills & Routing section. They can be organized hierarchically here to ensure structured classification.
Types of Tags
Tags are the basis for ticket categorization. They allow for classifying tickets according to various criteria. The following types of tags are distinguished:
Skill Tags
These tags represent specific skills or areas of expertise such as billing or switching. If they are stored with an employee, tickets with these skill tags are automatically routed to the appropriate agents or teams.
General Tags
In addition to the skill tags, which refer to the capabilities of employees, there are more tag categories available. These tags allow tickets to be flexibly structured, labeled, and used for automatic distribution:
Automatic Tag Assignment
Different detection methods are offered to assign certain tags to incoming tickets. The configuration of these assignment rules is done per tag. The following methods are available:
Additional Configuration Options
Additional settings allow for even more precise control:
Warning
Tags with Spam
If a ticket is recognized as spam, it does not undergo regular tag detection. Instead, only the spam tags defined under Settings → Email → Spam Detection are set. Standard tags are not applied in this case.