Case tags are the classification labels you apply to cases. They live alongside the other tag types in your tags and categories settings, on their own Case tags tab.
Where case tags are set up
Case tags are created and managed centrally, on the Case tags tab at Settings → Data & records → Tags & categories. For the full procedure — adding, editing and removing tags, setting them to auto-apply for chosen user groups, and the Manage Tags permission you need to open that area — see Tags & categories (post tags & contact category types) (Document ID: 337).
Once a case tag exists there, it is available to apply when creating or editing a case, and can be used to filter cases.
How case tags are used
- On cases — add one or more case tags in the Select tags field when creating or editing a case. The applied tags also show in the Type column of the case list.
- Driving custom fields — case tags can control which custom fields appear on a case — see Custom fields on cases (Document ID: 374).
- For filtering and segmentation — case tags classify cases so you can find and group them.
Notes
- Case tags are a distinct tag type, managed under Settings → Data & records → Tags & categories → Case tags — separate from post tags and the other tag types in that area.
- Set up the tags you need before creating cases, so they are available in the Select tags field.
- If a tag is set to auto-apply for a user group, cases created by members of that group start with the tag already selected — they can remove it in the New Case drawer if it doesn't apply. See Creating a case (fields, Related To, case tags) (Document ID: 172).