We currently use another ticketing system and use Tags for tickets.
In our current ticketing system, we can manage tags which includes;
- Merging tags
- Deleting tags
- Adding tags
It's also important for us to limit agents from adding tags (which our current ticketing system can do). The reason for this is so that agents do not add duplicate tags or tags with errors. Instead, we have a process where the agent can request for a tag and it will be added quickly if required.