Categories & Tags
Manage ticket classifications, asset categories, and shared tags
Use categories for a record's main classification and tags for additional labels. For example, a ticket can be in the Hardware queue and carry printer and recurring tags.
Ticket categories and classifications
- Open Settings → Tickets.
- Use Categories/Queues to add or edit ticket categories. Choose a parent when creating a subcategory; parent-only groups can be hidden from ticket selection.
- Use the neighboring Ticket Types, Work Types, and Sources tabs for those separate classifications.
- Choose the category when creating or editing a ticket.
Use the delete control only after reviewing the records that use that classification. A category is different from a ticket's status, type, and priority.
Asset categories
Choose an asset category in the asset form. Where the picker offers a create option, add a category with its name and optional description. Asset categories are separate from ticket categories.
Tags
- Open Settings → Tags and choose Add Tag.
- Enter its name and choose a color, then save.
- Use the edit or delete controls to maintain the shared list.
On records that support tags, use the tags field to select labels. Some fields also let you create a tag while editing. Use a small, consistent vocabulary so the same idea does not end up under several spellings.
Find tagged or categorized records
Use the category or tag filters available on the relevant list. Filter choices differ by record type; a tag does not change who can access the record.