Hello,

This is possible by restricting the tag creation privilege for agents using custom roles. You can create a new role and uncheck the option as shown in the screenshot to prevent them from creating new tags for tickets/articles.

Cheers!

Hi Amir,

Using Custom roles you can,

1. Give agents differential access and privileges in your helpdesk to match their role and responsibility.

2. Organize your support better by moderating the permissions agents have, based on their areas of expertise. 

3. Ensure complex issues aren’t routed to new, inexperienced agents by designing rules to assign tickets according to their experience 

Check this link on -How to create a new custom role (and why)

Cheers!