You can use the Tags to add additional details to the ticket, like EU, Non EU, Holiday, EKAS, Return, Damaged and so on. You can add more than one also, and you can filter to the tags just like to types.

There are a few already pre-defined Tags that is automatically tags tickets, like Has-Attachment, Incorrect Communication ,System notification, or the different type of order alerts when a query is received into the query management tool.

Make sure that when you are adding a new tag to a query that it is not existing already. All Tags are case sensitive!