Tags, also known as labels, are keywords that categorise content into groups of similar topics. Messages categorised this way are easier to search, analyse, and manage. In the context of helpdesk emails, tags allow for quick categorisation of tickets, which in turn makes it easier to monitor trends, train teams, and identify recurring problems.

Tags in Sugester are especially useful for companies that handle a large volume of customer emails and want to get the most out of their support data.

Why use tags in emails?

Their main advantage is organisation. Instead of manually reviewing every email in search of patterns, tags allow you to:

• quickly identify the most common issues – if you notice that "delivery" or "invoice" keep appearing, you can create dedicated solutions (e.g. a FAQ or a process)
• better manage team workload – assign specific tag categories to specific agents
• generate more meaningful reports – instead of just counting emails, analyse what topics are driving the most customer contact
• build smarter automations – for example, automatically assign emails with the tag "refund request" to a specific team

How to use tags in Sugester?

In Sugester you can add tags both manually and automatically.

Manual tagging

When processing an email, the agent can add one or more tags from a predefined list. This takes just a few seconds but gives you valuable data for later analysis.

Automatic tagging

Using email filters in Sugester, you can set up automatic tag assignment based on conditions such as:

• keywords in the subject line or email body
• sender domain
• recipient email address

For example: every email containing the word "invoice" gets automatically tagged with "billing" and assigned to the finance team.

Practical examples of using tags

Reducing the number of incoming queries

By analysing the most frequently used tags, you can identify the topics that generate the most questions. If 30% of emails are tagged "delivery time", it's worth:

• adding a dedicated FAQ section on your website
• including delivery time information in order confirmation emails
• creating a knowledge base article on this topic

Reports and analytics

In Sugester you can filter emails by tag in advanced inbox search. This lets you easily:

• check how many complaints were received in a given period
• compare the volume of different types of queries month by month
• identify seasonality in the types of customer issues

Team training

Tagged emails are an excellent source of training materials. You can easily find example emails from each category to show new team members how to handle specific types of queries.

Best practices for using tags

• Create a clear tagging system – define tags in advance and document their meaning
• Don't over-tag – 5 to 10 main tags are usually enough
• Review tags regularly – remove unused ones and add new ones as customer issues evolve
• Train the team – make sure everyone uses tags consistently

See also: Tags and their use in data collection.