Article tagging is an important part of collaborating with your team to manage your Help Center content at scale.

In this article, you’ll learn:

To tag an article, select the article you want to tag from your Articles and click “Add tag”.

Search for one of your existing tags or create a new one by entering the new tag name. You can add multiple tags here before clicking “Save” to apply these tags to the article.

The tag will appear above the article. You can hover over a tag to see who added it to the article and when.

If you want to remove a tag from an article, simply click the “X” on the tag.

Filter and find all articles with a specific tag from your Articles list by clicking + Add filter and then clicking Tag.

You can then select one or more tags from the list.

When you’ve finished selecting tags, click outside the list of tags and your articles will instantly be filtered to show only articles with the selected tags.

Consistent tagging allows you to identify and group articles together, giving you a fast and easy way to manage your support content across Intercom. For example, you can:

Manage impact of a product update - If your articles are tagged based on their product area, you can filter your articles by the product area that a new feature will have an impact on to identify which articles need updating.

Link articles to Outbound messages - When you’re running a new marketing campaign, you can use the same campaign tag for your Outbound messages and any articles they relate to. Then filter your articles based on that tag to see how many views they got during the campaign.

Link articles to Teams - If you’ve got a large Help Center, you’ve probably got a few teammates or teams contributing to it. Show ownership of specific articles by tagging them with the teammate or team’s name. Each team can then easily filter and manage articles with their team tag.

Next, organize how your customers explore and find articles in your Help Center by creating useful collections.