In the HelpDesk system you can use an optional parameter to classify and track requests. Tags can be added both using automation tools in the system, or manually without limiting their number in the ticket. The administrator can set a default list of tags and also allow agents to create new ones on their own.
Using this feature will greatly simplify the search for urgent tasks in the contact center. For example, you can quickly navigate through questions and get acess to the most popular queries in the case section.