Tags are just keywords or labels, and their meaning depends on how you use them. Name the tags based on your requirements. Tags should reflect the topic or attributes of the ticket or the folder you intend to associate them with. There are no limitations!
To start creating your tags, go to Settings > Tags
Simply give the tag a name and press Add tag.
For example, you may create a tag called Italy and create a routing rule to assign the tickets with the tag "Italy" to agents who speak Italian.
How to use tags?
Tags can be added to tickets and folders. Tickets will be automatically routed to folders with matching tags. It's that simple!
You can either manually add tags to tickets from the ticket menu or you can create routing rules that assign the tags to tickets that meet certain conditions.
For more information, check out the articles below:
Ticket settings