Skip to main content
This action adds tags to tickets in your Autotask system. You can tag tickets conditionally based on smart action results, such as marking reoccurring issues, or apply tags to all tickets in a workflow unconditionally.
This action is available only for Autotask.

​
How it works

​
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.

​
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. Whenever Neo resolves a tag label, in either mode, it matches the label in Autotask case-insensitively and ignores leading and trailing spaces. Autotask limits a ticket to 30 tags. When a ticket is already at that limit, Neo skips the tag and continues; the ticket keeps its existing 30 tags and no error is raised.
Neo does not reject unknown tag labels. If the label you configure doesn’t already exist in Autotask, Neo creates it. A typo (e.g. Recuring Issue) becomes a brand-new tag rather than an error. To avoid cluttering Autotask with unintended tags, create the exact tag you want in Autotask first, then reference that label. Note that in conditional mode Neo never invents the tag name. The label always comes from the fixed Tag name you configure on the smart action (e.g. “Check Recurring Issue”); the AI only decides which tickets qualify.

​
Configuration options

Conditional tagging, the default, fits most cases: only the tickets a smart action qualified get the tag. Use Add tag to ALL tickets when you want every ticket the workflow touches labeled, for example by source or as auto-processed.

​
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

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. Test with limited ticket sets to verify tagging works as expected.

​
What you’ll get

  • Executions: 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

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

​
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