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Taxonomy (tags and categories) is the organizational backbone of FTS. A well-designed taxonomy makes cases discoverable and keeps knowledge organized as your library grows.

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What is Taxonomy?

Taxonomy in FTS consists of exactly two things:
  • Three admin-managed lists: Workspace Types, Severity Levels and Categories. Each is a flat list of allowed values. The three lists are fixed — you cannot add a fourth or rename one.
  • Free-text tags: a flat label typed straight into the case form. A tag has a name and nothing else — no group, no parent, no description.
When you create a case, you assign one or more tags. These tags enable:
  • Filtering: “Show me all Critical equipment failures from the Maintenance department”
  • Search: not directly. The search box above the case list reads a case’s title, observation, root cause and resolution — a case’s tags are not part of that index, so typing a tag word there finds a case only if the word also appears in one of those four fields
  • Discovery: the most-used tags in your organisation appear as Popular tags: above the case list
  • Consistency: Everyone uses the same terminology

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The three admin-managed lists

These three are the whole admin-managed taxonomy. You cannot add a fourth list, and the three cannot be renamed.

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Organisation-Level Taxonomy Management

Two conditions must both hold: your role is Admin, and your organisation is on the Team or Enterprise plan.
On Starter the taxonomy cannot be changed. You see the three lists and work with the values that ship with the product, but Add and removing a value are refused — the field is there, the operation fails. That is the plan boundary, not a fault: the pricing page lists “Custom taxonomy” from Team upwards.
Access taxonomy settings:
  1. Go to Settings → Taxonomy Config
  2. You see three fixed lists — Workspace Types, Severity Levels and Categories
  3. To add a value, type it into the field of that list and click Add
  4. To remove one, click the × on the value
  5. There is no Save button — Add writes the value straight away
  6. The last value of a list cannot be removed: add the replacement first, then remove the old one
There are no tag groups. The three lists above are the whole taxonomy, they cannot be renamed or added to, and a value cannot be renamed — remove it and add the corrected one. Free-text tags on a case are separate from this and are typed straight into the case form. (Open item #88.)
Agree on wording with your team before you start. A tag cannot be renamed later, so a spelling that spreads across many cases stays.
There is no tag hierarchy. A tag has a name and nothing else — no parent, no child, no group, no description. Earlier versions of this page showed a tree of “Manufacturing Equipment → Mechanical → Motors” and promised that picking a child tag would also apply its parents. Nothing of that exists.

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Assigning Tags to Cases

When creating or editing a case:
  1. Scroll to the Tags field
  2. Type the tag word and confirm it — a tag that does not exist yet is created by typing it
  3. Repeat for every tag you want on the case
Severity and category are picked separately from the admin-managed lists described above.
Yes. There is no limit and no grouping — every tag on a case sits at the same level.
Type a new one. Tags are free text and need no admin. Only the three lists (Workspace Types, Severity Levels, Categories) are admin-managed.
Tags give you exactly one discovery path: click a tag under Popular tags: above the case list — one tag at a time.
A tag word typed into the search box does not find the case by its tag. An earlier version of this page said it was “matched like any other word”. It is not: the full-text index is built from a case’s title, observation, root cause and resolution, and tags are not among them. Use the Popular tags: filter instead — or put the word into the case text as well.
tag: operators, weighting semantic results by tag, and saved filter combinations do not exist. (Open items #100 and #101.)

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What the product shows you about tag usage

Above the case list you see Popular tags: — the most-used tags in your organisation. That is the whole of it.
There is no tag analytics view. Case counts per tag, tag trends over time and “gaps in your knowledge” were promised by an earlier version of this page and do not exist.

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Best Practices for Tag Design

A tag cannot be renamed. Whatever spelling spreads through your cases is the one you keep.
The product trims a tag and lowercases it when you save it, so Critical Failure and critical failure are the same tag.
Don’t create both “Motor” and “Electric Motor” — pick one and use it consistently. There is no hierarchy to fall back on.
As your operations change, add tags for new equipment or departments.

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Renaming & Removing Tags

A tag cannot be renamed. Remove it from the cases that carry it and add the corrected one instead. The same is true for the values in the three admin lists: remove the wrong value, add the right one.
Removing a tag from a case removes only that link — the tag itself and every other case keeps existing.

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Tags stay inside your organisation

Tags you see and search are the ones used on cases in your own organisation. There is no way to export a taxonomy to another organisation or to import an external one.

Cases

Learn how to assign tags when creating cases.

Search

Discover how tags power filtering and discovery.