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Automatic tagging not effective
Submitted Feb 13 by Jonathan Yeomans
Hi,
I read somewhere that the auto tagging facility on Zendesk uses a 'learning' algorithm and tags tickets in a 'smart way'. Is this meant to be the case or have I misunderstood the capabilities.
From testing the Zendesk product, the tagging does not seems to be very clever. We have products called enVoy, enTrader etc and no matter how many tickets I raise with these words in their content, or how many tickets I add these words as manual tags, Zendesk does not generate autotags for them.
Should it be doing this? If not it would be great if it would!
Comments
Hi,
Tag ranks get recalculated once a day. The tags you're asking about have primarily been used today, so they should be higher ranked tomorrow. The higher the rank, the higher the probability of the tag being applied.
So yes, Zendesk should be doing this. Automatic tagging is an area we're constantly trying to improve so your feedback is much appreciated. I will check the ranking table tomorrow and get back to you.
Br,
Morten
Update Feb-14: Tag ranks recalculated nicely. Your tags should get applied automatically. If you experience any further issues with this, please submit a ticket.