How to use tags in Support to assign tickets to agents
Optimize ticket assignments with smart tagging
Streamline your conversation routing using Customer Support tags. You'll learn:
Why using tags helps organize conversation assignments
Creating and categorizing tags
Assigning tags to specific agents
Setting up automated assignment rules
Activating tag-based routing
Step 1: Go to admin settings
Click on Admin in the bottom-left corner (toggle icon).
From the Admin panel, navigate to the Support section.
Step 2: Create a new tag
In the Support section, click on AI, rules and automation, then select Tags.
Click Create new in the top-right corner.
Enter a clear name for your tag.
Example: "Returns and refunds" for product return-related tickets.
Add a description to explain when this tag should be used.
Optionally, select a category from the dropdown to keep tags organized.
Click Create to save your new tag.
Step 3: Create an action rule to use the tag
Still in AI, rules and automation, go to Action Rules.
Click Create new rule.
Give your rule a name.
Example: Route to returns team
Add a description to explain the rule’s purpose.
Optionally, choose a category to organize your rule.
Step 4: Set the rule trigger
In the trigger section, select Tags added as the main trigger.
Under conditions, choose Tag added, then select the tag you created (Returns and refunds).
You can add more conditions if needed.
Step 5: define the action
Under the actions section, click the dropdown and choose Assign a specific agent.
Select the agent who should receive tickets with this tag.
Optionally, add additional actions if required.
Click Create to save your rule.
Step 6: assign your tag to a ticket
Go to the Support section.
Open any support ticket.
Click the three-dots menu in the top-right corner of the ticket.
Select Open ticket tags.
Click Add a new tag, and choose Returns and refunds.
The ticket will now be automatically routed to the assigned agent based on the rule you just created.
Congratulations!
You’ve successfully created a tag and used an action rule to automate ticket routing.
