Tag Configuration

Types, detection methods, and additional options

We recommend setting up SLA and Working Hours and defining Routing before configuring tags.

Tags enable precise organization and automated assignment of tickets. They can carry various attributes and be used flexibly to control routing.

They are created in the Settings → Skills & Routing section. Here they can be organized hierarchically to ensure structured classification.

Types of Tags

Tags are the basis for ticket categorization. They allow tickets to be classified according to different criteria. The following tags are distinguished:

Skill Tags
These tags represent specific skills or fields of expertise such as Billing or Change. If they are stored with a staff member, tickets with these skill tags are automatically routed to the appropriate agents or teams.

General Tags
In addition to the skill tags that relate to the skills of employees, other tag categories are available. These tags allow for flexible structuring, labeling, and for use in automatic distribution:

General Tags

General tags label tickets to support targeted internal workflows and processes:

• Tags for processing notes, e.g. ‘Review required’ or ‘Release by boss’
• Tags for service providers, e.g. ‘Service provider 1’, ‘Service provider 2’
• Tags for further processing, e.g. synchronization error with Backend

Brand Tags

For companies with different brands or multiple organizational units (e.g. network and sales unit), these tags can be used to categorize tickets accordingly.

Product Tags

With product tags, multiple products can be managed, e.g. SLP, RLM, and telecommunications, and tickets can thus be assigned to their respective products.

Customer Tags

These tags label specific properties at the customer level, e.g. “VIP” or “Legal dunning procedure in progress”. Such tags help agents to immediately recognize important information or to specifically forward tickets from certain customers.

Contract Tags

Similar to customer tags, these tags label specific properties at the contract level, e.g. “high outstanding claims” or “upselling potential”. These tags allow for categorization and forwarding based on contract-specific attributes.

Automatic Tag Assignment

We offer various detection methods to assign certain tags to incoming tickets. The configuration of these assignment rules is performed per tag. The following methods are available:

AI Detection

We utilize machine learning algorithms to automatically assign tags based on patterns and historical data. The AI learns autonomously and is further trained by manual changes made by the employee.

Example

Training data for customer concerns about “Bank details”:

Condition Detection

Tags are assigned based on ticket, customer, and/or contract attributes. Conditions can be linked arbitrarily.

Operators and expected values

Operator	Expected data type	Effect
=	string, number, or boolean	Checks whether the data point exactly matches the specified value.
!=	string, number, or boolean	Checks whether the data point deviates from the specified value.
contains	string	Checks whether the data point contains the specified text.
not contains	string	Checks whether the data point does not contain the specified text.
in	array	Checks whether the data point is contained in the specified list of values.
not in	array	Checks whether the data point is not contained in the specified list of values.
> / >= / < / <=	number	Compares the data point numerically with the specified value.
is null	null or no value	Checks whether no value is present.
is not null	null or no value	Checks whether a value is present.
contains RegEx	string	Checks whether the data point matches a regular expression.

Example

Linking of conditions for customer concerns for marketing purposes:

AI and Condition Detection

Tags are assigned when both methods apply.

Example

Here tags are recognized when the AI training data applies, AND the customer’s message does not refer to cancellation or relocation:

AI or Condition Detection

Tags are assigned based on one of the two methods.

Example

Here tags are recognized when the AI training data applies, OR the customer’s message does not refer to cancellation or relocation. This assignment would probably apply for many cases:

Channel

Tags are assigned based on the entry channel of the ticket. If, for example, “Portal” and “Email” are set as the channel, the tag is recognized only for these two channels. Tickets with entry channel “Letter” are excluded from assignment here.

Subchannel

Analogous to “Channel”, tags are assigned based on the subchannel through which a ticket was received. Subchannels can be special email mailboxes, chatbots, or telephone lines.

Manual Detection Only

Tags are exclusively assigned manually by the operator themselves.

Further Configuration Options

Additional settings enable even more precise control:

Visibility

• Visible / activated: these tags are automatically assigned and can be seen by every employee in the ticket
• Not visible / deactivated: these tags are no longer automatically assigned and are only visible in already tagged tickets
• Private / internal only: these tags are automatically assigned, but are only recognizable by employees with the “View Private Tags” permission

Complexity

The complexity determines which tag should be considered definitive for evaluation purposes when multiple tags have been assigned to a ticket. The tag with the highest complexity (“Specialist Topic”) is used as the primary tag.

Priority

To prioritize tickets with certain tags, it may sometimes be necessary to adjust the routing priority. This enables the ticket processing process to be aligned with individual requirements. The higher the priority, the quicker the ticket will be assigned to an agent for the same deadline and can be processed preferentially.

Routing Relevance

Determines whether a tag is considered in the skill-matching logic in routing. If the routing relevance is deactivated, the tag is ignored in agent assignment — agents without this skill can still get tickets with this tag. This is useful for tags that are purely for categorization or internal labeling and are not meant to influence ticket distribution.

Test Cases

To verify whether the configured recognition of a tag is functioning correctly, test cases can be stored. After entering a ticket ID, the “Playback” button is pressed. The result of the test is displayed immediately below.

Tags for Spam

If a ticket is recognized as spam, it goes through no regular tag recognition. Instead, only the spam tags defined under Settings → Email → Spam Detection are set. Standard tags are not applied in this case.