Tags

Tag tickets with flexible workspace-specific labels to track ticket types, departments, projects, or any classification system your team needs.

Tags are flexible labels for organizing tickets. Each workspace can create its own set of tags, and tickets can have multiple tags assigned.

Use tags to track ticket types, departments, priority levels, or any classification system that works for your team.

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Create tags

1. Navigate to tag settings

   Go to Settings > Tags in your workspace.

2. Click New Tag

   Click New Tag to open the creation form.

3. Configure tag

   Set the tag properties:

   • Name: The tag label that appears on tickets
   • Description: Optional context about when to use this tag
   • Color: Visual identifier to distinguish tags
4. Save tag

   Click Create to add the tag to your workspace library.

You can modify tag names and colors at any time. Changes automatically update across all tickets using that tag.

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Edit or delete tags

Manage existing tags from Settings > Tags.

1. Open the tag

   In Settings > Tags, find the tag in the list and open it.

2. Edit or delete

   • To rename or recolor, update the fields and save. Changes apply to every ticket that has the tag.
   • To remove the tag from your workspace, choose Delete.

Deleting a tag removes it from every ticket that has it. There is no option to reassign tickets to another tag first. If you want to consolidate, add the replacement tag to affected tickets before deleting the original.

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Add tags to tickets

During ticket creation

When creating a new ticket, assign existing tags from your workspace’s tag library in the tags field.

From ticket page

Once a ticket is created, you have several options:

Direct assignment: Click the tags section to add existing tags or create new ones

Keyboard shortcut: Use Option+T (Mac) or Alt+T (Windows) to quickly assign tags without leaving the ticket page

From ticket list

Assign tags directly from the ticket list view without opening individual tickets. Select multiple tickets for bulk tagging.

With workflows

Use workflows to automatically apply tags based on ticket properties or events.

With AI agents

Configure AI agents to suggest or apply tags based on ticket content.

Automatically with AI Tags

Enable the AI Tags channel setting to tag tickets automatically. Ravenna applies one or two tags from your workspace library when a ticket is created, then re-checks once at resolution, when the full conversation often reveals the right classification.

Automatic tagging only ever adds tags. Tags set by rules, workflows, or people are never removed, so you can combine AI Tags with explicit tagging rules safely.

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Filter with tags

Filter the ticket list by specific tags to focus on relevant tickets. Tag filters work in:

• Ticket list views
• Saved filters
• Analytics dashboards

Use tag filters to find tickets by department, type, or any classification system you’ve established.

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Tags vs categories

While both help organize tickets, they serve different purposes:

Feature	Tags	Categories
Assignment	Manual, AI-assisted, or workflow-based	Automatic via AI
Purpose	Flexible labeling	Primary classification
Limit	Multiple per ticket	One per ticket
Examples	”Urgent”, “VIP”, “Needs Review"	"Password Reset”, “Hardware Issue”

Learn more about Categories for AI-powered automatic classification

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Best practices

Start simple

Begin with a few essential tags and expand as needed. Too many tags can make organization more difficult.

Common starting tags:

• Priority levels (High, Medium, Low)
• Departments (IT, HR, Finance)
• Status indicators (Needs Review, Approved, Escalated)

Use strategic color coding

Assign colors based on purpose or urgency:

• Blue for IT requests
• Green for HR inquiries
• Red for security issues
• Yellow for pending items

Consistent color usage helps teams quickly identify ticket types.

Establish naming conventions

Create clear tag naming standards for your team:

• Use consistent capitalization
• Avoid abbreviations unless widely understood
• Keep names concise but descriptive
• Document tag purposes in descriptions

Consistency ensures everyone uses tags the same way.

Review and refine regularly

Periodically review your tag usage:

• Identify rarely used tags for removal
• Consolidate overlapping tags
• Add new tags based on emerging patterns
• Update descriptions as usage evolves

Tags are workspace-specific. Each workspace can have its own tagging system tailored to that team’s needs.