How to Use Tags, Categories, Filtering, and Automation in Microsoft Teams Ticketing System
- Marc (TeamsWork)
- Oct 8
- 3 min read
Tags are one of the most powerful organizational tools in Microsoft Teams Ticketing, helping support teams instantly identify and route tickets without reading through lengthy descriptions. This guide will walk through everything needed to master tags, from creation to automation.
What Are Tags?
Tags are simple labels that classify tickets by issue type, department, or any other category that makes sense for the workflow. When a ticket is tagged with "IT," support teams immediately know it's related to technical issues without diving into the full details. This instant classification streamlines ticket management, ensures queries reach the right teams, and speeds up resolution times.
How to Create Tags
Creating tags is straightforward and takes just a few steps :
Navigate to the Tags tab in the Ticketing system settings
Input a category name (e.g., "Company," "Department," "Process")
Pick a color to visually distinguish the category
Click "Add New Tag Category" to confirm the category creation
Click on the category you have just created
Input individual tag labels within that category (e.g., "Sales," "IT," "Engineering")
Understanding Tag Categories
Tag categories are essentially containers that organize related tags together. Think of them as filing cabinets where individual tags are the folders inside. For example, a "Department" category might contain tags like "Sales," "IT," and "Engineering". This hierarchical structure makes it easier to maintain consistency across the organization and helps team members quickly find the right tag when creating or updating tickets.
Categories are particularly useful when managing multiple classification systems simultaneously, such as having separate categories for departments, priority levels, request types, and project names.
Filtering Tickets by Tags
Once tags are in place, filtering becomes effortless. To filter tickets by tags :
Locate the filter icon in any column header of the tickets list
Click the icon to open the filter menu
Type in or select the desired tag or value to display only matching tickets
Filtering saves time by letting support teams focus on specific ticket groups without scrolling through irrelevant entries. Need to see all IT-related tickets? Filter by the "IT" tag. Want to review tickets assigned to a specific person? Filter by assignee. This functionality is essential for teams handling high ticket volumes or managing multiple departments simultaneously.
Automating Workflows with Tags
Tags become even more powerful when combined with automation rules. The Ticketing system allows teams to set up conditions and actions based on tags, eliminating manual assignment tasks.
For example, create a rule that automatically assigns any ticket tagged with "IT" to a designated IT specialist. When a new ticket is created with that tag, the system instantly routes it to the right person without any manual intervention.
To set up tag-based automation :
Navigate to the Assignee tab in settings
Create a new rule with a condition like "Tags includes any: Sales"
Set the corresponding action, such as "Assign to: [Team Member Name]"
Save the rule to activate it
This automation significantly reduces manual ticket distribution, ensures tickets land with team members who have relevant expertise, and eliminates delays from misrouting. For a comprehensive guide on automation capabilities, check out the detailed blog post here.
Tags provide the foundation for using the Microsoft Teams Ticketing System effectively, helping teams stay organized, respond faster, and automate repetitive tasks.
Ready to Enhance Your Workflow with Tags?
TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM As A Service, Ticketing As A Service and Checklist As A Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.
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