How to use ticket tagging in Inbox

Estimated 3 minute read

Updated Aug 6, 2025, 7:32 PM EST

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

Klaviyo Helpdesk ("Inbox") is a part of Klaviyo Service and is currently in public beta. While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Inbox through the onboarding workflow, you agree to the beta terms and conditions as provided in your contract with Klaviyo. While this feature is free during the beta period, it will be sold separately upon launch to general availability.

You must have Customer Hub enabled to join the Inbox beta. If you are not in the Customer Hub beta, join here. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is currently available in English for those who operate a Shopify Online Store; headless themes are not supported at this time.

For feedback about Inbox functionality, email customerhub@klaviyo.com.

What are ticket tags?

Tags are labels that you can apply to tickets in Inbox 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 Inbox

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

Automatic ticket tagging

When a new ticket arrives in Inbox, Klaviyo automatically scans the customer’s message for keywords and context. It then automatically applies 1 or more relevant tags from the following predefined options:

Chit-chat
Loyalty
Order tracking
Pricing
Product specific
Recommendations
Returns
Shipping
Speak to human

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.

Note that new tags are applied only to the ticket on which they are created. While tags you've created will not be automatically added to new tickets, they can still be used for creating custom views and are visible on the Inbox reporting dashboard.

How to add a new tag to a ticket

In Klaviyo, navigate to Conversations > Inbox.
Open the relevant ticket.
In the right-side Overview panel, click the Select tags dropdown.
To add a tag, you can either:
- Select an existing tag
- Type the name of the tag you’d like to create into the Select tags field and select Create to instantly save the new tag.

You can add or remove tags from a ticket at any time from this menu using the checkboxes.

Edit or delete tags in your account

You can manage your custom-made tags from the main Tags settings menu in Klaviyo. Note that you cannot edit or delete the pre-defined tags that Klaviyo uses for auto-tagging.

Click your organization name in the bottom left corner.
Go to Settings.
On the Account settings menu, click Tags.
Click the 3 dots menu next to the tag for more options:
- Select Edit to rename the tag. The updated name appears on all tickets it’s attached to.
- Select Delete to remove the tag from your account. This will remove it from all tickets and other locations where it was used.