Enable Tag Widget
Enable the tag widget from Support > Settings > Ticket Widgets > Tags. You can view this on the individual ticket page.
Allowed agent roles
You can choose which agent roles can view and access the tag widget on the individual ticket page.
Adding a New tag from the Tag Widget
You can add a new tag to the ticket from the tag widget on the individual ticket page by just searching its title.
Creating a New tag from the Tag Widget
You can create a new tag from the tag widget on the individual ticket page, just type the title and add it to the list. The newly created tag will get automatically added to the ticket.