Categorization by adding hashtags helps you group similar tickets together. Categorized tickets are easier to find because they’ll then be separated into “folders” on the left side of your dashboard. You can also search using categories and all tickets labeled will show up.
1. To manually add a tag, select the ticket you want to categorize and select +Add new hashtag
2. Repeat the step to add more tags. Note that you can only add up to three tags per ticket.
Hashtags and analytics
By adding hashtags to a ticket, it will also let managers to easily keep track of frequency of cases that have been categorized by hashtags in analytics dashboard.