Create and Manage Tags

Use tags in Help Scout for an easy way to add context to a message or keep track of certain topics in your Inbox. This article shows you how to add and manage tags.

Create Tags and Add to Conversations

To create a new tag, simply add it to a conversation — it's that simple! Click into a conversation to add or create a tag any time. 

Click the Add tag icon to get started. As you type, you'll see a drop-down with existing tags that match what you're typing. Click on a tag from that list to select it, or select Create tag to create a new one.

You can add as many tags to a conversation as you need.

You can also add tags from the folder view. Simply select the conversation from within a folder, and a floating menu will appear. Click the tag icon and type into the text field.

Add Tags With Workflows

You can create and/or add a tag with both automatic and manual workflows. Choose the action Add Tag(s) in your workflow, and type in the tag(s) you want to use. Use commas between tags to add multiple tags at one time. 

If you need a quick primer on building a workflow, we've got you covered! Check out Get Started With Workflows for all of the details. 

Manage tags

Head over to Manage > Tags to see all of your currently in use tags across all Inboxes. 

Click on the Name or Count headers to change the sort of the tags table. 

Use the Filter menu on the left to choose to only see tags for a specific time frame or specific Inboxes. Note that filtering here only filters the view on this page; if you edit or delete a tag, you are taking that action on all instances of the tag across all time frames and Inboxes.  

Click on a tag, or on multiple tags, and a floating menu will appear at the top of the page with several options.  

View all conversations 

Select one or multiple tags and click on the magnifying glass icon to see all conversations with the selected tag(s).

Edit name and color

Click the tag icon after selecting a single tag and you can change the name of the tag or add a color. 

Clicking the tag icon after selecting multiple tags lets you change the color of those tags all at once. 

Merge tags together 

Click on two or more tags and click on the merge icon to combine those tags into a new single tag. The new tag will replace all tags that you select. 

Keep in mind that there is no undo here ― this is a permanent action with no way to restore the previous tags.  

Delete tags 

Deleting a tag removes the tag from all conversations and the tags management page. Before you delete, it's important to keep in mind that there is no undo or method to restore the tag. Click the trashcan icon to delete. 

Note: When you delete a tag, you are deleting all instances of that tag across all time frames and Inboxes. If you only want to delete tags for a specific Inbox or timeframe, you'll want to use an Automatic Workflow to accomplish that goal!