Ticket tagging
Ticket tagging is the practice of adding labels or categories to support tickets so they can be filtered, routed, and reported on.
Tags are free-form labels applied to tickets: "billing," "bug-report," "refund," "urgent," "account-access." They let teams slice ticket volume by topic, see which issues are driving the most contacts, and route tagged tickets automatically to the right queue or agent.
Tagging can be done manually by agents or automatically using keyword rules. Consistent tagging is what makes support data useful for trend analysis and for identifying where self-service or product changes would have the most impact.
The value of a tagging system depends entirely on discipline in applying it. Inconsistent or overly granular tag libraries quickly become noisy and lose their analytical value.