Tags are one company-wide catalogue that serves two surfaces: the articles in your knowledge bases and the conversations in your inbox. Each tag's scope decides which of those it can be applied to, so writers are never offered a support tag and support staff are never offered a content tag. The catalogue is managed in Settings > Tags; applying tags happens in the article editor and in the inbox.
Scopes
| Scope | Label in settings | Can be applied to |
|---|---|---|
| Shared | Articles and conversations | Both |
| Article | Articles only | Articles |
| Conversation | Conversations only | Inbox conversations |
Use the scope filter above the list (All, Articles, Conversations, Shared) to narrow the catalogue.
Create a tag
- Go to Settings > Tags and click New tag.
- Enter a name and choose a Scope.
- Pick a colour from the palette, or click Custom colour to enter your own.
- Click Create tag.
Every tag in the list shows its scope badge and a usage count, such as "4 conversations · 12 articles", so you can see at a glance which tags are earning their place.
Edit a tag
Open a tag from the list to rename it, change its colour, or change its scope. Narrowing the scope (for example from shared to articles only) shows a Change tag scope confirmation first, because the tag will be removed from anything it can no longer apply to.
Merge duplicate tags
- Click the merge icon on the tag you want to retire.
- In the Merge tag dialog, choose the survivor under Merge into.
- Click Merge.
Everything carrying the retired tag, across articles and conversations, is re-tagged with the survivor, and the retired tag is deleted. Only tags whose scope covers the retired tag's scope are offered as targets, so a conversation-only tag cannot be merged into an article-only one.
Apply tags
- Articles: open the settings drawer in the editor and pick from tags with article or shared scope. See Article settings: excerpt, tags & slug.
- Conversations: in the inbox context rail, expand Tags and use the Add or create a tag picker. Typing a name that does not exist yet creates it on the spot. Only conversation and shared tags are offered. See Work the inbox.