How to use ticket tagging in Helpdesk

Learn how to use tags to categorize, organize, and easily find support tickets in Klaviyo Helpdesk.

What are ticket tags?

Tags are labels that you can apply to tickets in Helpdesk to help you categorize and manage your customer conversations. Tags make it easier to:

• Filter and group similar tickets
• Create custom ticket views
• Understand what problems are most common for your customers

How ticket tagging works in Klaviyo Helpdesk

There are 2 ways to tag tickets in Helpdesk: automatic tagging and manual tagging.

Automatic ticket tagging

Klaviyo automatically analyzes the conversation to identify the customer’s intent and applies relevant tags from the following predefined options. If none of these categories match, no automatic tag is added.

• Chit-chat
• Discounts / Coupons
• Exchanges
• Loyalty
• Order tracking
• Pricing
• Product Specific
• Recommendations
• Returns
• Shipping
• Speak to human
• Subscription

Note that automatic tagging only uses Klaviyo’s predefined set of tags. In the example ticket below, Returns was auto-tagged.

Automatic tagging cannot be disabled, but you can remove these tags as needed after they are added. When a ticket is auto-tagged, only the specific predefined tag(s) added by Klaviyo will show in the Tags dropdown in the ticket, along with any custom tags you have created. The full list of predefined tags is not shown as options in the dropdown.

Manual ticket tagging

In addition to automatic tags, if you want to add your own label, you can create and attach new tags to any ticket manually.

Creating a tag applies it to the current ticket and saves it to your account. You and your team can then select it on other tickets without creating it again. Custom tags are not automatically added to new tickets, but you can use them to create custom views and review them on the Helpdesk reporting dashboard.

How to add a tag to a ticket

1. In Klaviyo, navigate to Service > Helpdesk.
2. Open the relevant ticket.
3. In the right-side Overview panel, open the tags dropdown. Use the Select tags field to search for a tag.
   

4. To add a tag, you can either:
   • Select the checkbox next to an existing tag.
   • Type the name of a new tag into the Select tags field and select Create new tag: [tag name] to save the tag and apply it to this ticket.

Changes are saved automatically; there is no separate save step. To remove a tag from this ticket, clear its checkbox in the same menu. This does not delete the tag from your account.

Example: create a tag for your team

The following example shows how to create a custom tag for subscription-skip requests. You only need to create the tag once; other members of your team can then select it on their tickets.

1. Open a ticket about skipping a subscription delivery.
2. Open the tags dropdown in the Overview panel and type “Skip Subscription” into the search field.
   

3. Select Create new tag: Skip Subscription. The new tag appears selected on this ticket. If the tag already exists, select its checkbox instead.
   

On another ticket, open the tags dropdown and select “Skip Subscription” to apply the same tag. The tag is also available in the Tag performance table in Helpdesk reporting.

Next steps

Review the tag reporting dashboard to analyze ticket trends based on your tags. The Tag performance table shows tickets resolved and average resolution time for each tag during your selected reporting period.

Additional resources