Ticket tags help you organize and filter tickets quickly and easily. With AI auto-tags, you can sit back, relax, and enjoy automatically tagged and organized tickets. Use the ‘auto tags’ ticket automation rule for targeted, auto-ticket assignment and automated replies to users, or create and add tags of your own.

Ticket tags help you organize and filter tickets quickly and easily. With AI auto-tags, you can sit back, relax, and enjoy automatically tagged and organized tickets. Use the ‘auto tags’ ticket automation rule for targeted, auto-ticket assignment and automated replies to customers, or create and add tags of your own.

AI auto-tags

We've made ticket-tagging effortless with AI auto-tagging! Atera automatically tags your tickets with relevant tags, based on keywords. AI Auto-tags are automatically added to tickets created manually, by email, or by service portal (not by alerts or chat), and are indicated by the  icon.

We've made ticket-tagging effortless with AI auto-tagging! Atera automatically tags your tickets with relevant tags, based on keywords. AI Auto-tags are automatically added to tickets created manually, by email, or by customer portal (not by alerts or chat), and are indicated by the  icon.

Auto-tag category options include:

• Application / Access & Permissions
• Application / Install - Uninstall - Update
• Application / Email Management
• Application / Delivery and Settings
• Application / Outlook
• Application / Printing usage & Setup
• Application / Application usability & setup
• Application / Office365
• Hardware / Equipment orders and installations
• Hardware/Cable - Power - Battery
• Hardware/Damaged - Faulty
• Hardware / New Hardware - Retired Hardware
• Hardware / Printing Device
• Network / Accessibility
• Network / Configuration Change
• Network / Onboarding - Off-boarding User
• Network / Remote Access & Permissions
• Network / Remote Access & Permissions
• Network / Internet and Phone Connectivity Issues
• Security/Antivirus
• Security / Virus, Malware, phishing attack
• Security / Ads and pop ups blocking
• Security / Security Alerts and Threats
• Printer / Printing usage & setup
• License / License and Subscription Management
• Maintenance / Backup and Service Maintenance
• Storage / OneDrive and Cloud Storage
• Monitor / Display issues & setup
• Scanner / Scanning usage & setup
• System/Login - Password Reset
• System/System Configuration & Settings
• System / Windows / Files and folders
• System / Windows / Login - Password Reset
• System / Windows / System Configuration & Settings
• System / Windows / User Account Creation and Setup

Add tags manually

You can manually add tags to existing tickets.

To add a tag to a ticket:

1. From Tickets (on the side panel), select a ticket.

 The ticket appears.

2. Under Ticket properties, click Add tag. 

3. Enter the relevant ticket tags to add. You can search through the dropdown menu made up of previously created tags and the AI auto-tag categories, or you can create a new tag.

3. Press the Enter key to save the tag. 

Filter by tags

You can filter your tickets by tags directly from the Tickets page.

To filter tickets by tags:

1. Go to Tickets (on the side panel), and click Filters ().

The Tickets page filters appear appears. 

3. Under Tags, click Select tags, and select the tag(s) to want to filter.

Your tagged tickets appear on the Tickets page.

 Notes:

• You can only filter by tags if there is at least one tag on the ticket.
• The filter will bring up exact matches only, not input that contains only some words in the tag(s). 

Disable auto-tagging

You can disable auto-tagging so that tickets will no longer be auto-tagged.

To disable auto-tagging:

1. From Admin (on the side panel), go to My account > Account settings and select the Tickets tab. 

2. Scroll down to Ticket auto-tagging and check Enable ticket auto-tagging, then click Save.

Your tickets will no longer be auto-tagged.