Tags and notes in tickets help teams categorize incoming issues, manage large volumes of requests, and communicate internally while maintaining a clean, customer-facing message history. Text App provides Ticket tags and an internal Notes feature that supports collaboration across all team members.
What Ticket tags are
Ticket tags help you classify and organize tickets according to themes, categories, or operational flows. You can view all ticket-related tags in Settings → Tags → Tickets, where tags for Tickets are listed separately from those used in Chats. Opening the three-dot menu next to a tag reveals all tickets where that tag is currently applied.
Adding and removing tags
You can create a new tag by selecting "+ New Tag," naming it, and then confirming. Only manually created tags can be deleted, using the three-dot menu → Delete item.
Note that adding and removing tags is only available on the Growth and Enterprise plans. If you're on the Essential plan, you can use the five default tags: complaint, positive feedback, sales, spam, and support.
Assigning tags to Tickets
When you open a ticket, scroll to the Customer Details panel on the right and locate Ticket Tags. Clicking + allows you to attach existing tags to the ticket, and using the settings icon enables you to create a new tag directly from within the ticket view.
Text also provides AI-suggested tags. When a new ticket arrives, the system automatically analyzes its content and offers suggested tags in the Ticket Tags section. Hover over a suggestion and click the + icon to apply it. If no suggestions appear, you can manually tag the ticket.
Notes in Tickets
Notes in tickets are private, internal comments designed to help teammates collaborate and preserve useful context without sharing internal details with the customer.
To write a note, switch the composer from Message to Note and send it as you normally would. Notes are stored in the timeline with a yellow background and include timestamp information. Unlike chats—where notes may be limited to the active agent and supervisors—any teammate can add notes to a ticket, making this feature ideal for handovers, escalations, or multi-department collaboration.
Notes keep the customer-facing communication clean while ensuring internal discussions are well-documented and accessible to the entire team.