Tags and notes in tickets help teams categorize incoming issues, manage large volumes of requests, and collaborate internally without cluttering the customer-facing conversation. Text provides Ticket tags and internal Notes features that support coordination across the entire team.
Assigning tags to tickets
To assign tags to a ticket, open the ticket and go to the Customer Details panel on the right. In the Ticket tags section, click the + icon to attach an existing tag. To create a new tag directly from the ticket view, click the settings icon.
Text also suggests tags automatically. When a new ticket arrives, the system analyzes the ticket content and displays suggested tags in the Ticket tags section. To apply a suggestion, hover over it and click the + icon. If no suggestions appear, you can add tags manually.
Teams handling large ticket volumes can use bulk actions to apply tags to multiple tickets at once.
Managing ticket tags
Ticket tags help teams classify and organize tickets by topic, workflow, or any other meaningful label.
To manage ticket tags, go to Settings → Inbox → Tags → Tickets. Ticket tags are listed separately from chat tags, making it easier to manage each workspace independently.
To create a new tag, select New tag and then Ticket tag. After naming the tag, choose which teams can use it. The new tag is then added to the list.
To view all tickets assigned to a specific tag, open the three-dot menu next to the tag and select the option to display related tickets.
Only manually created tags can be deleted. To remove a tag, open the three-dot menu and select Delete tag.
Notes in Tickets
Notes in tickets are private internal comments that help teammates collaborate and preserve useful context without sharing internal details with customers.
To add a note, switch the composer from Message to Note and send it as you normally would. Notes appear in the timeline with a yellow background and include timestamp information.
Unlike chats, where notes may be limited to the chatting teammate and supervisors, any teammate can add notes to a ticket. This makes notes useful for handovers, escalations, and team collaboration by making internal discussions accessible to the entire team.
Frequently asked questions
Yes. Text analyzes incoming tickets and automatically suggests relevant tags based on the ticket content. You can apply suggested tags with one click or add tags manually if needed.
Ticket notes are internal only and are never visible to customers.
Any teammate can add and review notes in the ticket timeline, making notes useful for collaboration, handovers, and escalations.
What's next?
After creating ticket tags, you can organize conversations tagged with them into custom ticket views. This helps teams separate queues by issue type, department, or any other workflow category.
Learn how to create and manage ticket views.
Tags also stay attached to archived tickets, making it easier to search past conversations and review recurring customer issues later.
See how archive, trash, and spam folders work.
To reduce manual work, you can combine tags with ticket rules. This allows tickets to be categorized, prioritized, or routed automatically based on predefined conditions.
For setup instructions, see our ticket rules guide.