The Tags feature allows you to manually classify customers or customer responses with words or phrases. While handling cases, agents can add as many tags as they like to a customer response record. 

The Tags feature is available in the Customer Details Page and is accessible by all users. Just scroll down the Customer Details Page, the tags widget is on the bottom of the page.

A new tag can be added here.

Click on the text box, enter 2 or more letters to view a list of previously used tags.

Click on the x to delete the tag, if you want.

Multiple tags can be added to the same customer.