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Add Ticket Tag

This action adds tags to tickets in your Autotask system. You can tag tickets conditionally based on smart action results (like marking reoccurring issues) or apply tags to all tickets in a workflow unconditionally.

Why is it useful?

Automatically categorize and flag tickets for better organization, filtering, and reporting. Smart actions can trigger conditional tagging, while you can also apply tags broadly across all workflow tickets for consistent labeling.

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This action is available only for Autotask.

What It Does​

Conditional Tagging: Applies tags based on smart action results (e.g., when "Is Reoccurring Issue" identifies a pattern)

Unconditional Tagging: Adds tags to all tickets in the workflow when you enable the "Add tag to ALL tickets" option

Smart Integration: Works with actions like "Is Reoccurring Issue" to automatically tag tickets that meet specific criteria

Flexible Application: Can tag specific tickets from previous actions or broadly tag all workflow tickets

How It Works​

Conditional Tagging Mode (Default)​

When smart actions like "Is Reoccurring Issue" identify tickets that meet specific criteria, they automatically generate field updates that include tagging instructions. The Add Ticket Tag action picks up these instructions and applies the appropriate tags.

Unconditional Tagging Mode​

When you enable "Add tag to ALL tickets," the action applies your specified tag to every ticket in the workflow, regardless of previous action results.

Step-by-Step Process​

  1. Determine Tagging Mode: Check if unconditional tagging is enabled or if there are conditional tag instructions from previous actions
  2. Tag Identification: Look up the tag ID in Autotask using the tag label
  3. Tag Application: Apply the tag to the appropriate tickets based on the mode
  4. Confirmation: Output success messages to the Event History

Configuration Options​

Add Tag to ALL Tickets​

Enable this option to tag every ticket in the workflow unconditionally, regardless of previous action results.

Tag Name​

Required when "Add tag to ALL tickets" is enabled. The exact label of the tag as it appears in Autotask.

Smart Action Integration​

Automatic when enabled. The action automatically picks up tagging instructions from smart actions like "Is Reoccurring Issue" that determine which tickets should be tagged based on their analysis.

What You'll Get​

After the action runs, you'll see:

  • Event History: Confirmation messages showing which tickets were tagged successfully
  • Tagged Tickets: Your specified tags applied to the appropriate tickets in Autotask
  • Zero Credits: This action doesn't consume any credits

Common Use Cases​

Conditional Tagging Based on Smart Actions​

Mark Reoccurring Issues​

When: Using "Is Reoccurring Issue" action to analyze ticket patterns What it does: Automatically tags tickets identified as reoccurring issues Result: Tickets with recurring patterns get tagged for special handling or escalation

Flag High-Risk Tickets​

When: Using sentiment analysis or triage actions that identify problematic tickets What it does: Tags tickets that meet specific risk criteria Result: Problem tickets are automatically flagged for priority attention

Unconditional Tagging for Workflow Organization​

Mark All Tickets from Specific Sources​

When: Processing tickets from a particular integration or channel What it does: Applies a source tag to every ticket in the workflow Result: Easy filtering and reporting by ticket source

Track Workflow Processing​

When: Running any automated workflow on tickets What it does: Tags all processed tickets with "Auto-Processed" or similar Result: Clear visibility into which tickets have been through automation

Best Practices​

Choose the Right Tagging Mode​

Use Conditional Tagging: When you want tags applied only to tickets that meet specific criteria (recommended for most scenarios) Use Unconditional Tagging: When you want to tag all tickets in a workflow for organizational purposes

Tag Management​

Verify Tag Names: Ensure your tag labels exactly match existing tags in Autotask - the action will fail if the tag doesn't exist Use Descriptive Tags: Choose clear, meaningful tag names that help with filtering and reporting Plan Your Tagging Strategy: Decide on consistent tagging conventions before implementing workflows

Smart Action Integration​

Combine with Analysis Actions: Use with "Is Reoccurring Issue," sentiment analysis, or triage actions for intelligent tagging Let Smart Actions Drive Tags: Allow analysis results to determine which tickets get tagged rather than tagging everything

Monitoring and Troubleshooting​

Check Event History: Monitor successful tag applications and troubleshoot any failures Test with Small Sets: Start with limited ticket sets to verify tagging works as expected Review Tag Application: Periodically check that tags are being applied correctly in Autotask