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Status: Delivered
katie_cort
Submitted by HubSpot Employee on ‎Feb 24, 2021 4:18 PM

Allow tickets to have a "tag" which users can easily search by to find relevant keywords without relying on the user to put in the ticket description or name.

 

 

edit as of April 25th, 2023: Hey everyone! For those of you who were interested in this idea, please check out this new feature we recently released: https://knowledge.hubspot.com/crm-setup/prioritize-records-in-views-with-colored-object-tags. We now allow users to create colored ticket tags. I recommend you check it out, and let us know what you think 🙂

See more ideas labeled with:
HubSpot Updates
Delivered
July 30, 2025 03:12 AM

Hi everybody, 

Service Hub Enterprise portals can now turn on AI-powered ticket category identification in your Help Desk AI settings. 

 

This property is automatically set using AI by analyzing the first message of the ticket, and it is based on both default and custom options. If a user manually changes the value, the AI model learns from that training action. You can use this property in reporting to identify trends in support ticket topics. 

 

Feel free to reach out if you have any feedback!
Thanks,
Marc

February 05, 2025 07:11 AM

@JBlakemore thanks for reaching out. I just double-checked and the links are working for me. I will send you a direct message to investigate further!

In Beta
February 04, 2025 04:30 AM

@katie_cort & everybody who has been following along with this post - I have an update on your feature request!

 

We have just launched a public beta for Automatic Ticket Topic Identification powered by AI for Service Hub Enterprise accounts.

 

This functionality will automatically set the ticket category based on the first message of a ticket. 

Try it out - I would love to know what you think!

Thank you!
Marc

47 Replies
Ashleymccu
Participant
‎Feb 25, 2021 11:12 PM

This is a great idea and also can be used to aggregate ticket by a tag like "feature request" 

Ashleymccu
Participant
‎Feb 25, 2021 11:13 PM

The fact that you can tag your comments should be easy to implement to service hub right 😉

Ashleymccu
Participant
‎Jul 15, 2021 9:26 AM

This is a good idea, I find myself looking for a way to tag tickets in hubpsot for any easier way to spot and organize them on the Kaban view. We use one ticket pipeline for feature requests; and I'd love the ablity to tag feature request tickets by feature and by painpoint. 

ENassif6
Member
‎Sep 7, 2021 11:18 AM

definitely agree - from the board view, a simple tag would be great!

 

aaronsachs
Member
‎Oct 5, 2021 12:41 PM

This is a core functionality of pretty much EVERY ticketing system that I've used. I'm surprised that Hubspot doesn't have this and think that this should be prioritized.

JFrazier1
Member
‎Oct 5, 2021 2:42 PM

My company uses Hubspot for ticketing and our agents all use previous tickets as a primary resource when researching solutions for our clients. The absence of an ability to tag tickets makes it just about impossible to use our previous tickets in Hubspot for that research and we often resort to searching tickets from our older software archive but it's a particularly glaring problem since the buck stops there and we aren't able to locate tickets solved in Hubspot with ease. So this feature would be absolutely game-changing for my company.

JBarrier
Member
‎Oct 18, 2021 1:02 PM

This is something that me and my team would benefit from.  Especially when it comes to doing reports. 

Ashleymccu
Participant
‎Oct 20, 2021 8:29 AM

@JFrazier1 you're spot on. I completely agree. The service hub is lacking some of the basic ticketing system features that can be frustrating. Ability to tag tickets is top of my list. 

LPurpera
Member
‎Nov 8, 2021 2:32 PM

Please set up tags. Tags that can be searched for, and reported on.

ETett
Member
‎Nov 8, 2021 2:38 PM

This is also essential for reporting and ensuring productivity. From a manager perspective I need to be able to slice the data for example, 'SPAM' that isn't being auto tagged is skewing all my team's response metrics which isn't accurate, or fair on them 

AMagalia
Member
‎Nov 10, 2021 12:25 PM

Agree to the above, Tags are essential functaionlity

EMiller0
Member
‎Nov 10, 2021 12:33 PM

Why isn't this a thing already!

WChappell
Member
‎Nov 10, 2021 12:34 PM

Brilliant idea

TRochester-Ta
Member
‎Nov 10, 2021 12:35 PM

Great idea! Action!

Hodgy
Member
‎Nov 10, 2021 12:37 PM

Really good idea !

LHayward9
Member
‎Nov 10, 2021 1:33 PM

Yes please! The things we could do with this addition - so many functionalities!

Ashleymccu
Participant
‎Nov 10, 2021 2:03 PM

The spam example is a perfect reason to have tags. @katie_cort any updates? Do you know if this feature request has made it to a future product roadmap?

 

 

ADavis23
Member
‎Nov 11, 2021 4:12 AM

Great suggestion. 

 

This should have been implemented ages ago. 

Anonymous
Not applicable
‎Dec 14, 2021 4:45 AM

Having this feature implemented would make our life significantly easier too. Thanks.

erikapropst
Participant
‎Dec 14, 2021 11:55 AM

not having this feature makes it very difficult for us to review and manage our support pipelines, please add this feature!