What are Tags?
Tags help you categorize, filter and search tickets faster. Tags can be added to tickets automatically based on the strings of a ticket subject or body, manually by agents, or automatically by rules or APIs. Once added, you can create filter views by tags or see Tag reports.
Tags are simply words or phrases you can use to add more connotation to Tickets. Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow.
Learn more about Tags.