Comment Tagging: Finally categorize individual comments

One ticket, 30 comments, five different topics. Until now, you could only tag the entire ticket and by the end of the day, you knew a lot was happening, but not what your community was actually talking about. That changes now: with Comment Tagging, you assign tags directly to individual comments — manually, in bulk, or automated.

The same goes for individual messages and DMs, of course.

How it works

Setting tags:

Tag individual comments. Use the tag icon next to a comment to assign tags, both inside a ticket and in the comments list. You work with your existing tag pool. No separate concept, no duplicate maintenance.

Bulk-tagging in the comments list. Select multiple comments and tag them in one go, instead of clicking through each one individually.

Automated tagging. From now on, you’ll find a new action called “Add Tag(s) to Comment” in your keyword automations. Use it to automatically tag comments and messages that match specific keywords without any extra effort.

Filtering by tags:

You can filter by the tags you’ve set, both in the comments list and in the list view inside a ticket. And clicking an existing comment tag takes you straight to a filtered list of all comments with that tag.

Good to know:

Tags are still managed in the existing Tag Manager — meaning you automatically have access to all existing tags. In the Tag Manager settings, you’ll now find a new column called “Comments”, where you can check at any time how often a specific tag has been applied.

Heads up: This feature is available on the L and Custom plans.

Your benefit

You can finally categorize what your community is really talking about. No more relying on imprecise tags at the ticket level.

Complaints, feedback, product questions: it’s all filterable now, and thanks to automation, it doesn’t add real workload. It also helps with prioritization so you can handle the critical comments first.

And there’s more coming: behind the scenes, we’re already working on making Comment Tags reportable in Insights. Stay tuned. 🎧

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