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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.
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.
This action is available only for Autotask.

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How it works

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Conditional Tagging Mode (Default)

When smart actions like “Check Recurring 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.

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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.

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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

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Configuration options

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Add Tag to ALL Tickets

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

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Tag Name

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

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Smart Action Integration

Automatic when enabled. The action automatically picks up tagging instructions from smart actions like “Check Recurring Issue” that determine which tickets should be tagged based on their analysis.

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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

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Common use cases

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Conditional Tagging Based on Smart Actions

When: Using “Check Recurring 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
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

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Unconditional Tagging for Workflow Organization

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
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

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Best practices

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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

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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

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Smart Action Integration

Combine with Analysis Actions: Use with “Check Recurring 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

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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