> For the complete documentation index, see [llms.txt](https://mava.gitbook.io/mava-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://mava.gitbook.io/mava-docs/the-support-inbox/tags.md).

# Tags

### What are tags?

Tags help your team label & organize tickets at a more granular level than categories and track trending topics. For example, you might have assigned a 'Technical Support' category to a ticket, but then add a tag that specifies the exact issues e.g. sign-up-bug. 

Tickets can only have one category assigned to them at a time, but can have multiple tags. 

### Advantages of using tags & example use cases

These are some of the may use cases for tags;

* Create a custom view based on a tag: You can [create a custom inbox](/mava-docs/the-support-inbox/how-to-create-a-custom-inbox-view.md) view that filters only for tickets that have a certain tag
* Analytics & reporting: within Mava's [analytics section](https://dashboard.mava.app/dashboard/analytics/tags) you can analyze trending support issues using tags
* Run ticket automations: you can run an [automation](/mava-docs/ticket-automations.md) on all tickets that have a certain tag. For example, once an issue has been resolved you could instantly bulk message all tickets that have a certain tag.

### How to add a tag to a ticket?

To add an existing tag to a ticket press the tag icon in the inbox reply field. 

<figure><img src="/files/RjDZqLivnK5Di1BIrlHm" alt="" width="375"><figcaption></figcaption></figure>

### How to create a tag?

Tags can only be created and managed by team admins.&#x20;

Tags can be created, edited and deleted from the [Tags page](https://dashboard.mava.app/dashboard/admin/tags) within Mava or from the ticket inbox. If you don't see the tag you're looking for you can create one straight from the drop down within the inbox.&#x20;

<figure><img src="/files/VSb2cJ92pjf2OgCxBxoL" alt="" width="196"><figcaption></figcaption></figure>

### Where are tags visible?

You can view which tags have been added to a ticket under the 'Ticket Attributes' section on the top right of the support inbox.&#x20;

You can also remove a tag from a ticket by pressing the 'x' on the right of each tag.

<figure><img src="/files/uR0WbsCVdiBQXyOm4QDT" alt="" width="310"><figcaption></figcaption></figure>


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