Tags & Tag Profiles

Tags are lightweight labels attached to tickets to assist in queue filtering, macro automation, analytics grouping, and customer profiling.

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1. Tag Vocabulary Management

• Global Vocabulary: Controlled list of tags created and color-coded by administrators in Admin Panel → Tags.
• Hex Color Coding: Tags display distinct accent badges across the ticket list and conversation header for visual identification.
• Access Control: Agents can apply existing tags to tickets during triage; only administrators (or custom roles with tags:edit permissions) can modify or delete tag definitions.

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2. Derived Customer & Organization Tag Profiles

Salamandr automatically calculates Derived Tag Profiles for contacts and customer organizations:

• Analyzes the frequency of tags applied across all historical tickets for a customer.
• Surfaces top issue categories in the customer sidebar (e.g. 70% Telemetry, 20% Billing, 10% Firmware).
• Allows agents to instantly understand customer pain points without reading dozens of past conversations.

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3. REST API Reference

Create Tag

POST /api/v1/tags
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "name": "telemetry-ecg",
  "color": "#E8890B"
}

Assign Tags to Ticket

PUT /api/v1/tickets/{id}/tags
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "tag_ids": [
    "tag_101_uuid",
    "tag_102_uuid"
  ]
}

Get Customer Derived Tag Profile

GET /api/v1/users/{id}/tag-profile
Authorization: Bearer <API_TOKEN>