# Tags

Agents can add ticket tags from both the [inbox settings](/tickets/setting-up-your-inbox/tags.md) and when working on a ticket directly in Slack or [on the web](#managing-tickets-on-the-web). Use tags to understand what themes are responsible for the highest ticket volume.

<figure><img src="/files/crcHNBcmjB0JJuJwqiCa" alt="" width="532"><figcaption></figcaption></figure>

{% hint style="info" %}
When to use tags vs. [form fields](/tickets/setting-up-your-inbox/forms.md):\
\
If it's data your requester knows at the time they create their ticket, consider using a form field. If it's data that's uncovered while the agent works on the ticket, consider using a tag.
{% endhint %}

You can view all your inbox tags in the Inbox Settings under "Tags."&#x20;

<figure><img src="/files/dKMe0fv7APTRSbYKkQw3" alt=""><figcaption></figcaption></figure>

## Auto-tagging

To streamline your tagging process and take the guesswork off agents' plates, you can enable auto-tagging.&#x20;

<figure><img src="/files/YvwYrXqla9LU9zSwbpsa" alt="" width="563"><figcaption></figcaption></figure>

With auto-tagging enabled, Wrangle will automatically apply the tag whenever a ticket message includes the tag's name.\
\
Optionally, you can also define a list of additional keywords to either include or exclude when auto-tagging a ticket.&#x20;

<figure><img src="/files/2VMDhknruq5p00lReorz" alt="" width="563"><figcaption><p>Inbox tags and their corresponding keywords</p></figcaption></figure>

To add keywords to an existing tag, click on the tag name. Otherwise, click "Add Tag" to create a new tag with keywords.&#x20;

<figure><img src="/files/ioAK5GmXegGZqU3QP0xh" alt="" width="546"><figcaption><p>Add optional keywords to include or exclude when tagging a ticket.</p></figcaption></figure>

In the above example, our tag name is "SAML," our keywords to include are "Okta" and "SSO," and our keyword to exclude is "OIDC." Let's look at some sample ticket messages to see how auto-tagging works with each:&#x20;

* *"Getting a `400 saml_invalid_user_id_mapping` error"* - This will be auto-tagged as "SAML" because the error code in the ticket message includes the tag name "SAML"
* *"Need help with SSO"* - This will be auto-tagged as "SAML" because the ticket message includes the keyword "SSO"
* *"Can someone explain how Okta works with OIDC apps?"* - This will not be auto-tagged as "SAML," because even though it includes the keyword "Okta," it also include the exclusion keyword "OIDC"


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.wrangle.io/tickets/setting-up-your-inbox/tags.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.