Best practices: Issue tags and fields

Purpose: A list of best practices we have gathered from Pylon power users. Pls do let us know if we're missing any here

When to use Issue Fields or Issue Tags:

1. Use Issue Fields for structured, consistent data collection. You can control what are the data your users can input, via fields like select or multi-select fields

2. Use Issue Tags for less structure, more ad hoc tagging of Issues. Tags can be created and used loosely, there are no guardrails on what can be a tag

How are Issue Fields and Issue Tags used?

• Creating filtered views of issues

• Routing

• Analytics dashboard

• Restricting ability to read/write issues via Custom Roles (for Enterprise plan)

• Issue Field only: Require fields to be filled before a ticket can be closed, assigned, etc.

How are Issue Fields and Issue Tags set:

• Manually by your team

• Automatically via triggers

• API

• Issue Field only: Manually by your customer via ticket forms