When you are editing a ticket or an article, you have the option of adding relevant Tags.
Tags are used as part of the search functionality to identify articles or tickets that most closely match what the user is looking for. It is important that the tags you add include keywords that a user may search for when trying to find articles or tickets related to this one.
It is also possible to search and find all tickets or articles tagged with a particular tag. This is extremely useful if you need to identify all tickets (and the users that have logged these tickets) related to a common issue or caused by a common IT fault.
When you start typing, a list of suggested tags will drop down allowing you to see which tags have already been created.