What internal tags are used for
Use internal tags to capture things like:
Outcome (e.g. repaired, refunded, replacement sent)
Defect / reason codes
Cost fields (e.g. parts cost, labor cost, shipping cost)
Warehouse / finance notes that need structure
Any internal categorization you want to analyze later
Internal tags are designed for your internal workflow and internal analytics.
Who can see internal tags?
Your internal users/agents working in Claimlane can see and edit internal tags (depending on permissions).
End customers and external partners typically do not see internal tags (unless you deliberately expose something via templates or shared content).
How to set up internal tags
Go to Settings.
Go to Self-service portals.
Click Datasource next to the portal link.
Click General Tags under Tags and files.
Choose the Internal tags tab.
Click Add tag.
Add the fields you need (for example single-select, multi-select, text, number) under Tag type and options -> Manage options.
Tip: Keep naming consistent (e.g. Outcome, Defect type, Reason code 1/2/3) so reporting stays clean.
How to use internal tags on a ticket
Open the relevant ticket
Find the Tags section
Fill in the Internal tags for the case
Best practices
Start small: define 5–15 tags that cover 80% of your reporting needs.
Prefer single-select for things like “Outcome” to keep data consistent.
Use multi-level tags (e.g. Reason code 1 → 2 → 3) only if you truly need it.
Align tags with the KPIs you review monthly (otherwise tags won’t be maintained).
Troubleshooting
I don’t see any internal tags on the ticket: This usually means none are configured for that data source, or none apply to the ticket’s context/setup.
Values disappear when I set another tag: This can happen in setups with conditional/mapped tags—review the configuration/mapping logic.