Tags are a lightweight way to categorize tickets by topic, type, or priority. They make it easier to search, delegate work, and identify recurring issues over time (billing questions, bugs, feature requests, onboarding, etc.).

With AI auto-tagging, initdesk can automatically apply tags based on what the customer is asking—so your team spends less time sorting and more time replying.

Enable AI auto-tagging

838. In the web app, go to Settings → General.

839. Turn on Enable AI auto-tagging.

Once enabled, initdesk will start suggesting/applying tags based on ticket content.

Manage tags

To create, rename, or delete tags, go to Settings → Tags.

• Tags you create become available across tickets in your organization.

• A ticket can have multiple tags.

Best practices

• Start with 10–20 tags. Too many tags can create noise.

• Use clear, predictable names (e.g., billing, bug, feature-request, refund, integration, security).

• Prefer tags for what the ticket is about, not what someone should do (routing/assignment can come later via workflows).

Examples of useful tag sets

• Product: onboarding, login, integrations, api, mobile

• Support type: bug, how-to, feedback, feature-request

• Business: billing, refund, pricing, security, churn-risk

Troubleshooting

AI is applying the wrong tag

• Review your tag list. Overlapping tags (e.g., billing and pricing) can confuse categorization.

• Keep names distinct and avoid near-duplicates.

No tags are being applied

• Confirm Enable AI auto-tagging is turned on in Settings → General.

• Make sure you have at least a few tags created in Settings → Tags.

Tip

AI auto-tagging works best when your tags represent stable categories your team uses repeatedly. If your workflow changes, update your tag list to match—your inbox will stay cleaner and reporting will be more reliable.

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