Customer queries are not the same. You solve a vast variety of problems, questions, and issues every single day. Add tags on your tickets in order to get a better grasp on various support topics. Also, use tags to differentiate important customers. Even add tags to existing tickets in order to sort and filter through your tickets easily.

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.

Tags Overview


You might want to tag all demands that are actually sales queries with a Tag like “sales” or “pre-sales”.

Here are some options for using Tags:

  • Add Tags to Tickets, either manually or automatically, and use those Tags to create custom workflows.
  • Browse Tickets by Tag.
  • Use Tags in your business Rules (RulesSLA RulesTime Rules) to create custom workflows.
  • Create views and reports by Tags.


You can add multiple Tags to one Ticket.

List of possible modifications:

When creating a Tag you can modify it as you like.

  • Name
  • Text Color
  • Background Color

Modifying tags

Adding Tags to Tickets

You might want to Tag all Tickets that are actually sales queries with a Tag like “sales” or “pre-sales”.

Adding a Tag

Filtering Tickets by Tags

You might want to filter all Tickets that are actually urgent and pre-sales queries with a Tag like “urgent” or “pre-sales”.

Filtering by Tags

Tag report

LiveAgent offers a report of added Tags to all tickets from a specific time range. Individual entries can be sorted by time range, Department, channel, and Agent. Tag report can be exported to a CSV file.

Tag report

Tag report can show your data in these types of charts:

  • Area chart

  • Line chart

  • Bar chart

  • Pie chart

Tag report display options (columns):

  • Tag
  • Answer
  • New answer avg. time
  • Open answer avg. time
  • Calls
  • Missed calls
  • Call minutes
  • Chat messages
  • Chats
  • Missed chats
  • Chat pickup avg. time
  • Chat avg. time
  • Not ranked
  • Not ranked %
  • Rewards
  • Rewards %
  • Rebukes
  • Rebukes %
  • Incoming messages
  • Incoming calls
  • Finished calls
  • Incoming chats
  • Finished chats
  • Notes
  • Created tickets
  • Resolved tickets

Use Tag reports with API

Use LiveAgent REST API to call values from Tag reports.

Knowledgebase resources

Back to Features list

Ticket Management

Live Chat

Call Center


Support Portal



Mobile apps



Our website uses cookies. By continuing we assume your permission to deploy cookies, as detailed in our privacy and cookies policy.