Working Tickets
Categories, tags and priority
Classifying a ticket so it reaches the right person and can be reported on later.
Last updated September 2, 2026
Three labels sit on a ticket, and they do different jobs. Getting them right is what turns a year of tickets into something you can learn from.
| Label | Answers | Managed |
|---|---|---|
| Category | What kind of problem is this? | A fixed list, set up once. |
| Priority | How urgent is it? | A fixed list. |
| Tags | Anything else worth finding later. | Free text, created as you type. |
Categories
Categories route work and drive reporting. Keep the list short enough that people pick the right one without thinking — a long list gets used badly, and a badly used list tells you nothing about where your support load comes from.
Categories can be nested under a parent for larger teams, and one can be set as the default so nothing arrives uncategorised.
Priority
Tags
Tags are for the specifics a category is too broad for — a release, an integration, a known bug. Tag a cluster of tickets about the same underlying problem and you can pull them all up when it is finally fixed.