See which tags are most commonly used across your conversations to understand support trends and customer issues.
The Tag Breakdown section on Statistics only appears when tags are enabled for your form. Enable tags on Admin → Tags (checkbox Show tags in inbox and conversations) or by creating at least one tag.
Accessing Tag Analytics
- Go to Statistics (
/stats) - Scroll to the Tag Breakdown section (if tags are enabled)
- View your top 10 most-used tags
What You'll See
The Tag Breakdown shows:
- Tag name with color indicator
- Conversation count — How many conversations have this tag
- Percentage — What percentage of total conversations use this tag
- Visual bar chart — Easy-to-scan visual representation
Filtering by Tag
Click on any tag in the breakdown to:
- Navigate to your inbox filtered by that tag
- See all conversations with the selected tag
- Analyze patterns or prioritize responses
Time Period Filtering
Tag analytics respect the time period filter at the top of the Statistics page:
- 7 days — Tags used in the last week
- 30 days — Tags used in the last month
- All time — All tags ever used
Change the period to see how tag usage evolves over time.
Use Cases
Identify Common Issues
If "Bug" or "Error" tags appear frequently, you may have a recurring technical issue that needs addressing.
Track Feature Requests
See how many customers are requesting specific features by checking the "Feature Request" or similar tags.
Monitor Support Categories
Use tags like "Billing", "Technical", "Onboarding" to understand which support categories need the most attention.
Measure Tag Adoption
If you recently created new tags, check analytics to see if your team is using them consistently.
Empty State
If you haven't tagged any conversations yet, you'll see:
No tags yet. Tag conversations to see insights here.
Start tagging conversations to build up analytics over time!
Best Practices
- Consistent tagging — Encourage your team to tag all conversations
- Review regularly — Check tag breakdown weekly to spot trends
- Refine tags — If a tag is rarely used, consider merging or removing it
- Act on insights — Use the data to improve products, documentation, or support processes
Related Articles
- Using conversation tags — Learn how to add and remove tags
- Managing tags — Create, edit, and organize your tags
- Filtering conversations by tag — Focus on specific tag categories
Tip: Combine tag analytics with other stats (response time, top contacts, metadata) for a complete picture of your support performance.