Tags in Thena help you organize and categorize tickets in a flexible, lightweight way— without needing to rely on rigid fields or workflows. You can tag tickets by theme, issue type, team context, customer segment, or any other custom label that fits your operation.

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Create and manage tags

Admins can create new tags under Settings > Tags. Each tag can be:

  • Named and color-coded
  • Edited or deleted anytime
  • Easily searchable from the tag manager

This helps keep your tagging system clean and consistent across teams.

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Where tags show up

Once created, tags can be applied to any ticket. Tags appear in two key places:

Ticket cards

Tags show up prominently in boards and lists, making it easy to identify ticket categories at a glance.

Ticket window

Tags are editable within the right sidebar, allowing agents to quickly update categorization.

This makes them perfect for quickly filtering and scanning across large volumes of tickets.

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Tag usage in workflows

Tags aren’t just for visuals—they also work behind the scenes. You can use tags to:

Trigger automations

Start workflows and automations based on specific tag combinations.

Set conditions

Create routing rules or SLA conditions based on ticket tags.

Segment reports

Group and analyze tickets in reports and analytics dashboards.

Bulk actions

Enable mass updates across filtered views of similarly tagged tickets.

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Searching and filtering by tags

Use the search bar or board-level filters to view all tickets associated with a specific tag. This makes it easy to isolate patterns, monitor special projects, or escalate critical topics.

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Best practices

Keep it short

Use short, intuitive tag names that are easy to recognize and remember.

Use colors

Apply consistent colors to visually group related tags for faster recognition.

Regular cleanup

Periodically review and remove unused tags to prevent tag sprawl.

Team training

Train your team on when and how to apply specific tags for consistency.