Why should we add tags to support tickets?

Tags play a crucial role in all aspects of the customer support process. They represent the taxonomy that covers the problem space. As teams use them to describe objects, categories, situations, and emotions, they are the main available feature to sort, categorize, and route incoming tickets to the right agent. Besides, they are the fundamental ingredient to map a clear view of the customers as well as of the support team.

Tagging is very useful.