Ticket tags

Some things about a job matter no matter where it stands: the unit is down, the customer is a Fleet VIP, the work is Warranty, the boss said it's Hot. Those are tags.

A ticket can carry several tags at once. Unlike a sub-status, a tag belongs to no status: it stays on the ticket as it moves from Open to In Progress to Waiting Parts to Completed and on to the invoice, until someone takes it off. Tags are labels your team reads; they never change how a ticket bills or what happens to stock.

Set them up

Go to Settings → Ticket tags.

• Add a tag: give it the name your team sees and a color.
• Make it stand out for the few tags that need attention, like "Hot" or "Down unit": the tag shows solid, and the board card and the tickets-list row get a colored edge.
• Show it to the customer if you want customers to see it, in the customer portal, the status emails and to their API key. You can give it different wording for customers ("Unit down" instead of "Down unit"). Leave the box off and customers never see it. Most tags ("Hot", "Slow payer") are for your team only.
• Reorder with the arrows. The order is the order the tags show on a ticket.
• Retire a tag you no longer use. Tickets that have it keep it, and you can still take it off them; nobody can add it again. Bring back undoes that, and so does typing its name when you add a tag.
• The ticket count beside each tag opens the tickets list filtered to it.

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Tag a ticket

On the ticket page, the tags sit in the status bar, next to the status and sub-status.

• + Tag opens the shop's tags. Tick one to add it, untick it to take it off. Each change saves right away. From the keyboard, the arrow keys move through the list, Space ticks, and Escape closes it.
• The × on a tag takes it off.

Tagging a ticket never moves its status, and never counts as editing the ticket: someone else who has the ticket open can keep working without being told their copy is out of date.

When an estimate becomes a repair order, or backordered parts move to a new sales order, the new ticket keeps the tags.

Where tags show

• Shop Board: each card shows its tags. The Tag… menu at the top narrows the board to tickets with one tag.
• Tickets list: a Tags column, and a Tag… menu beside the search. The tag filter works together with the tabs, the type and the search, so "Hot" plus "Waiting Parts" shows the hot tickets waiting on parts. Export CSV exports what you see, with a Tags column.
• Technicians see the tags on My Work, and the dispatch board shows them on each truck's jobs.
• Customers see only the tags you chose to show, in the wording you chose for customers: in the portal, to their API key, and beside each unit's status in the status emails.

Tags and Rush

The Rush flag on a ticket stays as it is. Tags are separate. If you'd rather use a "Hot" or "Rush" tag instead, add one here; the Rush flag is unaffected.

Elsewhere

• API and MCP: each work order has tags (id, code, label), and GET /api/v1/orders?tag=HOT filters by one. A tag's code never changes, even if you rename it. A fleet customer's key sees only the tags you show customers, in customer wording. Changing tags doesn't change an order's updatedAt; use the webhook below to keep a copy in sync.
• Webhooks: order.tags_changed fires when tags are added or removed, with the ids of the tags now on the order and of what changed.
• Reports: work orders can be filtered by their tags ("tickets tagged Warranty last month").