Forums/Documentation/Managing your support workflow

Using tags

Anton de Young
posted this on April 07, 2011 08:52

You can apply tags to tickets, forum topics, users, and organizations (for information about tagging users and organizations see Adding tags to users and organizations). Tags are simply words or combinations of words you can use to add more context to tickets and topics. As an example, you might want to tag all requests that are actually sales inquiries with a tag like 'sales' or 'about_sales'. You can then create a view or a report to track all these requests.

Note: You can create tags with more than one word but the words must be connected with an underscore, as shown above.
Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow. Here are the ways you can use tags:
  • Add tags to tickets, either manually or automatically, and use those tags to create custom workflows.
  • Add tags to user and organizations (see Adding tags to users and organizations)
  • Browse tickets by tag.
  • Use tags in your business rules (automations, macros, and triggers) to create custom workflows.
  • Create views and reports by tags.
  • Follow RSS feeds for tags.
  • Quickly assess tag use to understand support request trends using the top 100 tag cloud.

Tags can be added to tickets automatically based on keywords in ticket descriptions that match existing tags already used in your Zendesk. Tags that have been added to users and organizations are also automatically added to tickets. You can also create business rules to add tags to tickets and agents can add them manually.

Note: There's no limit on the number of tags that can be added to a ticket; however, there is a limit on the total number of characters allowed in the Tags field. This field supports up to 1000 characters. After you reach this limit, you will no longer be able to add more tags. None of your existing tags will be automatically removed.

Automatic ticket tagging

When you enable automatic ticket tagging (see Setting tagging options), Zendesk scans new incoming ticket descriptions looking for words longer than two characters and then compares those words to the tags that have already been used in your Zendesk. The top three matches are added to the ticket. You can then use those tags in your business rules to, for example, automatically route tickets to specific groups or agents.

Keep in mind that if you inadvertently add tags for high frequency words such as 'and' and 'the' these words will generate tags in your tickets, which will make automatic tagging a much less useful tool. To manage this, avoid creating tags for these types of words or delete them if you've already created them (see Deleting tags).

Tags are only added to tickets that come from end-users via the ticket channels. Tags will not be added if an agent submits a ticket from within your Zendesk.

Setting tagging options

Automatic tagging is enabled by default, but you can disable automatic tagging if you'd like (see Understanding automatic tagging above).

To disable/enable automatic ticket tagging
  1. Click the Admin  icon () in the sidebar, then select Tickets.
    Zendesk Classic: Select the Settings menu, then select Tickets.
  2. In the Tags section of the settings tab, deselect the Enable automatic ticket tagging option.
  3. Click Save Changes.

If you disable automatic tagging, you can still add tags manually.

You can also turn off manual tagging (the tags input field will not be displayed on the new ticket screen). You might do this if you rely solely on automatic tagging or if you simply don't use tags.

To disable/enable manual ticket tagging
  1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
    Zendesk Classic: Select the Settings menu, then select Tickets
  2. In the Tags section of the settings tab, deselect the Enable tags on tickets option.
  3. Click Save Changes.

The existing tags, if any, that were applied to tickets will remain; you'll just be unable to add any new tags.

Manually adding tags to tickets and forum topics

Agents can manually add tags to tickets. Depending on how you've set up your support workflow, you may want agents to add tags to provide more context for the request so that tickets can be viewed and tracked and perhaps acted on by your business rules.

As your tag set grows, agents can view a list of top 100 most active tags.

To view the top 100 tag cloud
  • Click the Admin icon () in the sidebar, then select Manage > Tags.
    Zendesk Classic: Select the Manage menu, then select Tags.

Zendesk also displays your tags when entering them into tickets and forum articles, as shown here:

As you type into the tag field, auto complete displays tags beginning with the same word or characters.

To manually add tags to a ticket
  1. Create or edit a ticket.
  2. Enter new tags into the tag field as needed. Enter a space after each tag.
  3. Click Submit to create or update the ticket.
    Zendesk Classic: Click Add Ticket (if creating a ticket) or Update Ticket (if editing a ticket).

It's the same procedure for adding tags to forum topics; enter them and then add or update the topic.

Deleting tags

You can edit tickets and forum articles to manually delete tags. If you want to remove tags that have been applied to many tickets and topics, you can do this in a batch operation.

To delete a tag from all tickets and forum topics
  1. Click the Admin icon () in the sidebar, then select Manage > Tags.
    Zendesk Classic: Select the Manage menu, then select Tags.
  2. Click on the tag that you want to delete.
  3. On the tag activity detail screen, at the bottom, click Remove tag [tag name] from all topics and open tickets.
  4. Click OK to confirm that you want to proceed.

Tags cannot be deleted from closed tickets, which also means that a tag you deleted may still appear in the tag cloud until the closed tickets that contain the tag are retired out of the list. Also, deleting tags does not remove references to them in automations, macros, and triggers.

Note: The tag cloud displays the 100 most used tags during the past two months. This means that your less actively used tags will not be displayed in the top 100 tag cloud. If you want to delete these tags, you can search for the tags (see Searching for tickets by tag) and delete them manually from the tickets and topics that you have access to.

Analyzing tag activity

Zendesk provides you with a view into the tags that have been applied to your tickets. You can view a top 100 tag cloud of the most active tags over the last two months. This list is updated once a day.

To view the top 100 tag cloud
  • Click the Admin icon () in the sidebar, then select Manage > Tags.
    Zendesk Classic: Select the Manage menu, then select Tags.

You can click a tag in the cloud to display the list of tickets that it has been added to. You can also view all the forum topics that the tag has been used in.

Creating views based on tags and tag sets

You can add tags as conditions in views, which enables you to quickly view all tickets that contain specific tags.

To create views by tags
  1. Click the Admin icon () in the sidebar, then select Manage > Views.
    Zendesk Classic: Select the Manage menu, then select Views.
  2. Select the tags condition.
  3. Choose the condition operator Contains at least one of the following.
  4. Enter one or more tags (separated with a space).
  5. Add any other conditions that you'd like (for example, adding a condition for open tickets).
  6. Set the view formatting options as needed.
  7. Click Add View.

Your new view is listed in the Views menu in Zendesk.

Searching for tickets by tags

You can search for tags contained in tickets and forum articles. Using the search box, enter the name of the tag and the search results will display all the tickets and forum articles that contain the tag.

You can further improve your search results for tags by using property keywords in your searches. For tags, the property keyword is called ‘tags’ and is used like this:
tags:installation
Your search results will contain only occurrences of the word ‘installation’ when used as a tag.
Note: When searching for tags, you must use the exact tag string or your search will fail. For example. if you've got a multi-word tag called about_sales a search for sales will not return this tag. You need to search for the exact string:
tags:about_sales

Using tags in macros, triggers, and automations

Adding tags to your tickets gives you even more flexibility to track, manage, and interact with your tickets. They can be used to attach additional data to your tickets, which you can then use in your automations, macros, and triggers.

As an example, let's look at how a tag can be used in a trigger. If you use email subdomains, you may have set up a subdomain to track the tickets that are generated through responses to your newsletter. You can set up a trigger to check for the origin of the ticket using the Ticket received at condition, as shown here:

You can then add an action that adds a tag to the ticket, as shown here:

You can then use this tag to create a view that shows you all the tickets that have been created from newsletter responses. You can also use the tag as a condition or an action in some other automation, macro, or trigger. For example you might want to exclude this tag for some reason when you're defining the selection of tickets you want to be acted on by a trigger, as shown here:

Drop-down custom fields also create ticket tags and they can also be used in automations, macros, and triggers as well. See Build custom workflows with tags in the Zendesk forums for an example of how custom field tags can be used in a trigger.

 

Comments

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Danna

When creating a macro what is the difference between add tag & set tag?

May 10, 2011 09:26
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Anton de Young
Zendesk

Adding tags means that the tag(s) will be added to the existing list of tags (if there are any). The set tag action replaces the current tags. 

 

May 10, 2011 09:30
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Reneé Lasswell
nightowlgames

I understand that "tags" on Forum Topics would act like a "keyword" setting and allow searches of that "tag" to pull that topic as a potentially correct result.

 

I tried this by adding the word "fluffy" as a Tag to one of my topics and then by searching on "fluffy". It came back with no results.

Am I trying to use this feature incorrectly, or is it not intended to work the way I'm expecting it to?  

 

I love the idea of being able to use Tags as Keywords to weight topics as search results.

May 14, 2011 09:07
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Sarah Manley

Anton - "The set tag action replaces the current tags. " -- you mean if there are already other tags on the ticket these replace it? I still don't fully understand the difference there.

May 18, 2011 10:15
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Joy Carletti
Zendesk

Sarah - That's correct.  "Set tags" will remove all previous tags and set new ones, "add tags" will add tags to the ones already on the ticket. 

May 18, 2011 10:31
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Sarah Manley

Ok thanks - another question - do you have any suggestions/best practices for tagging, especially related to general categories and sub-categories. So for example, we want to know in general how many people contact us about account issues, but also want to know how many people want to close their account. So should we use two tags then, one "account_issues" and another "close_account" ? And then can we filter by account issues, and see of those tickets how many also have "close_account" vs maybe "update account"? Thanks!

May 18, 2011 10:41
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Anton de Young
Zendesk

Reneé

Your understanding of this is correct. You just need to wait a few minutes so that the new tag(s) are indexed for search. 

May 21, 2011 06:33
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Wendy

For some reason this isn't happening for me: "Zendesk also displays your tags when entering them into tickets and forum articles, as shown here:"

Any idea why?

September 16, 2011 09:40
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Anton de Young
Zendesk

Wendy, 

That works when adding tags to tickets and forum posts. Is that not working for you? It suggest tags based on the characters you enter. Do you already have other tags in your help desk? 

September 20, 2011 11:33
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Wendy

Hi Anton - it's working now. I was having issues with tag suggestions. :) Thanks for checking up though!

September 20, 2011 11:36
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Николай Юдин

Is it possible to use non-english tags? I'm checking if I can use Zendesk with Russian language (Cyrilic). Search works with cyrilic, but tags can not be saved.

September 29, 2011 01:08
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Andrew J
BizStudio NZ

It would be mighty fine if Zendesk could build in a little more control over th eautotagging... it is really Neandethal...

I have tags like 'Please' and even 'that' turning up.  What possible value these are operationally I havent a clue!

I guess I could make an automation to REMOVE dumb tags by specifying them all... thats a thought... but really!?? :-(

Also I suppose we could process users tickets in order of how good their grammar is and how polite they are! lol.

 

 

 

 

 

March 11, 2012 16:42
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Garon Davis
Runkeeper

Is it possible to search for the lack of a tag?  i.e I want to search for all my articles that are not tagged with 60 (our version number for articles)

Also I would love to see a list of KBs that have no tags on them at all to make sure we are tagging everything.

March 23, 2012 05:18
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Julie Saliba
contractexpress

Is there a way to add a tag cloud to the KB of my forum posts based on their tags?

April 10, 2012 03:58
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PR

Hi guys,

About bulk-tagging: I just set new tags that I need in specific tickets. However, I had to create a specifi View to find me the older ones where I also need to add this tag.

I tried running an automation to fix this (add the new tag that I need) but probably didn't work due to criteria (still checking).

In any case, my View allows me to access the 200+ tickets I need to tag. My question is: if I select all tickets (page by page) and scroll down to bulk-set the tag, will this add or replace ("set")?

Thanks in advance!

April 12, 2012 04:05
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Andrew J
BizStudio NZ

Biggest issues with tagging are;

1) Lack of control over tags (ie. with autotagging enabled I still get tags like 'new', 'please', 'help', 'then' :-S)

2) Cannot change tags on closed tickets, so a mis-tagged ticket stays mistagged, and you cannot add new tags to include them in a new or changed view etc.

April 12, 2012 13:22
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stephanhov

I'm with Julie, I'd love to get a tag cloud widget on a per-forum basis. For example, one of my forums is an ideas/suggestions forum for our CMS framework, and we're making sure the posts are tagged with the parts of the framework the suggestion affects. Having a tag cloud would be a great way to see (for agents & users alike) where the needs are, and where we should be focusing our efforts.

April 17, 2012 06:21
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Peter Sterkenburg
trustpilot

Question: we are looking at a cleanup of our Trustpilot set-up and want to introduce some things internally to help us get better stats. For that reason I would love to know whether it is possible to delete all tags in one fell swoop to be able to start with a clean slate?

April 26, 2012 02:24
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Anton de Young
Zendesk

To answer Nikolai's question about non-English tags. Yes,  you can add tags in languages other than English. 

May 03, 2012 08:58
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Michal

I am using Classic Zendesk. Sometime in the last days/weeks, the system stopped auto-suggesting previously used tags. This is really slowing down my workflow. Is this an overall change or a setting that I can change?

May 10, 2012 06:19
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Michal

PS It looks like my tag cloud is also showing only 3 tags at the moment. I have dozens in regular use for months, what gives?

May 10, 2012 06:20
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Julie Saliba
contractexpress

Michal

How are you displaying your tag cloud? Is this a zendesk feature?

May 10, 2012 13:39
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Anton de Young
Zendesk

Michal,

Sounds like you've got a support issue there. Please submit a support request for this. Thanks. 

May 11, 2012 14:12
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Justin Hill

Our system sends emails to our users notifying them that they have been denied.  Occasionally they will respond.  When they do, a zendesk ticket it created.  Great!  Is there a way we can structure our original emails so that when they reply to them the resulting ticket will be auto tagged with certain things... like the name of our staff person who denied them originally (denied_by_john), the job id in our system that was denied (job_1234),  etc.   

One thing I noticed I could do was use the API to generate the ticket every time we send a denial.  Two questions about that 1) will zendesk send the denial email to our user when the ticket is created and can we customize it so that it appears more like a 'you've been denied' message rather than a 'ticket has been created' message.  2) what would we do with the 80% of the tickets that we created that never got responded to?  They'd be filling up our queue unnecessarily.  We'd just want to see the ones that had been responded to.  Would we create them with a status of 'resolved' and if so would the system reopen them if the user replied?

May 21, 2012 11:39
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Rachel

So if tags can't be removed from closed tickets, is there any way to remove erroneous tags from our system once they've been entered and the tickets are closed?

May 30, 2012 23:59
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Erin Sherman

I have a question similar to Rachel's.


We are looking at cleaning up our tagging system and organizing it better, but we don't want to loose all of our current data. Is it possible to just "Update" the tag name? Or if I delete a tag, will this delete the option to search and run reports off of it?

July 12, 2012 15:56
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Ben
Zendesk

Rachel & Erin,

Unfortunately once a ticket has entered a Closed status it cannot be modified in any way including the removal or modification of erroneous tags. This means that should you update or delete the tag name on any business rules that the change will only affect new tickets and not those in a Closed status. I know this can affect reporting so you may need to seek out external solutions via an export of ticket data and adjust for these erroneously tagged tickets. Since tags so permanently affect reporting we recommend as a best practice that they be chosen carefully with the idea that they will never be deleted. Additionally, I have seen some customers increase the amount of time it takes for a ticket to go from Solved to Closed to allow for the maximum interval of time (28 days) for retroactive tag changes to avoid reporting scenarios like this. You can do this by going to Manage > Automations > and click Edit next to "Close ticket 4 days after status is set to solved". Just remember to take this 28 day window into account in any reporting on Solved or Closed tickets.

July 19, 2012 16:39
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Sarah Manley

I wanted to checked in on a question I posted here before "Do you have any suggestions/best practices for tagging, especially related to general categories and sub-categories. So for example, we want to know in general how many people contact us about account issues, but also want to know how many people want to close their account. So should we use two tags then, one "account_issues" and another "close_account" ? And then can we filter by account issues, and see of those tickets how many also have "close_account" vs maybe "update account"? "

Is this at all possible yet? Or is it possible in good data? I would love to be able to tell what tags show up together (so if there is a tag of bug report, what other tag is also put on the same ticket). Thanks!

August 06, 2012 13:25
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Christina Schierling
Zendesk

Hi Sarah,

If you would like to access information regarding how many times those issues come up, you will definitely want to use separate tags for each issue. You can do this with a user-facing custom field, an agent field, or manually.

Drop-down custom ticket fields are especially useful for this purpose.

Once the tags are added to your tickets, you can use them when creating views, triggers, automations, and running reports.

One example of the criteria you could use to select these tickets is:
[Tags] [Contains at least one of the following] [account_issues]

I invite you to visit the links below for more info on these topics:

Tags:  https://support.zendesk.com/entries/20011393-using-tags

Custom ticket fields:  https://support.zendesk.com/entries/20611326-adding-and-using-custo...

Views:  https://support.zendesk.com/entries/20103667-using-views-to-manage-...

Reporting:  https://support.zendesk.com/entries/20116851-using-reports-to-monit...

Please let us know if you need any help configuring your settings by emailing us at:  support@zendesk.com

August 10, 2012 10:47
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Sarah Manley

Thank you. Another question - is there a way to see all tags EVER used? Not just the 100 most recently popular?

August 16, 2012 14:44
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Grant Ricker

Hi, 

Is there a limit on the number of tags you can set against a ticker or a user?

Thanks 

August 16, 2012 21:26
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Elyse Kanagaratnam
Zendesk

@Sarah - Unfortunately, there is no way to pull a list of all tags ever used within your account. Tags have almost no restrictions, so any agent can tag a ticket with anything they want. All Zendesk can do is compile the similarities.

If there's a specific use case where you would need this functionality, consider letting us know at support@zendesk.com. We may be able to find you a workaround.

@Grant - No, there is no limit. Go nuts. :)

August 17, 2012 10:09
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Cheryl Wetherington
Viewpath

Because the Lotus desk is not quite up to the level of JIRA integration we need, we decided to tag all appropriate tickets with the JIRA issue number. That way, we could search the JIRA issue number, and have a list of all customers who reported the issue, and easily notify them of the fix. However, I was able to enter the first issue, and now all subsequent tags I try to enter with different JIRA issue numbers reverts back to the original issue number. Our issues are set up as: VP-111. Is there a problem with the "-" or is there something else missing?

November 26, 2012 10:45
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Nikash Anand
floktu

ALL our tags have been removed/deleted - is this defect being investigated already

November 26, 2012 20:16
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Elyse Kanagaratnam
Zendesk

@Nikash - This was an issue that I believe has been corrected already. If you're still experiencing issues, please email support@zendesk.com, and we'll get you fixed up. Thanks!

November 28, 2012 14:43
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Grant Ricker

It appears there is a limit to the number of tags? I just got an error message saying "Cannot save ticket. Current_tags is too long (maximun is 1023 characters)"

Thoughts?

December 04, 2012 15:56
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Andrew J
BizStudio NZ

It sounds like this is refering to the length of the tag.  Or possibly to the current tags on the ticket.  I would open a support request I think.

December 04, 2012 16:09
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Grant Ricker

@Andrew - Thanks. No individual tag exceeded 1032, however the ticket was tagged with 36 tags which in total exceeded the limit of 1023 characters I would imagine. I removed a few tags and saved the ticket. I was just pointing out that there does seem to be a limit on the number of tags (being imposed by the total characters of all tags). 

 

It was in reference to this comment by Zendesk: 

@Grant - No, there is no limit. Go nuts. :) 

December 04, 2012 16:30
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Andrew J
BizStudio NZ

Good point Grant, maybe no-one pushed those limits before :-)  That's a lot of tags!  I try to keep ours down to 5 or less.  I would be interested in the reason for the prolific tagging...  we use tags for a number of automations and triggers, but you certainly dwarf any scenario I have approached.  I do use 'set tags' rather than 'append/add tags' on a number of automations to clean out the pileup that can occur.  I also have a trigger to remove what I politely call DUMB tags, like 'and', 'the', 'help' etc :-D

December 04, 2012 16:48
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Grant Ricker

@Andrew - Yeah it is a rare and strange scenario. Our application automatically tags tickets from a user with their place of employment. So a ticket from Customer A working at Nursing Home 1 is tagged with Nursing Home 1 and their role in our application etc. So most users only have 1-2 places of employment. The issue comes about when Customer B is a manager of a franchise of Nursing Homes and hence is employed at all Nursing Homes. They then get tagged with Nursing Home 1, 2,3,4...36. We need to look at only tagging these customers (managers) with only the Group (franchise) name and not all individual Nursing Homes. 

December 04, 2012 16:55
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Andrew J
BizStudio NZ

Yes, group name tags sounds like a good idea.  Other than (further?) abbreviation, this would seem like the best solution.  Maybe Zendesk can double the allowance :-P... try a support ticket.

 

December 04, 2012 17:13
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Matt Zaglin
tpco

Hello - I can't seem to find this elsewhere, but am I correct that tags can only be seen by agents (and possibly light-agnets)?  They cannot be seen by the end-users, right?  We need to know if we have to be careful in how we use the tagging system.  Thanks!

December 05, 2012 07:26
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Andrew J
BizStudio NZ

Hello Matt, you are correct in that tags are NOT visible to the end users.

Let me guess; you wish to tag some customers very_difficult_person? or something a more/less subtle! :-D

Seriously, that is a very good question.  I would assume light agents can see tags; but stand to be corrected, as we dont use light agents.

December 05, 2012 11:19
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Matt Zaglin
tpco

That is the exact tag!! :-D

I think it would be helpful if on the main page for Tags, it explicitly said that 'only agents (and possibly light-agents) can see Tags, and NOT end-users' 

December 05, 2012 11:32
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Andrew J
BizStudio NZ

ROFOLCOPTER!  WE must work in the same industry - surely not everyone has valued customers like that? :-P

My policy is EVERYTHING that goes on a ticket should be respectful if possible.  I would suggest a code for this... for those, 'customer looking over shoulder' moments or 'shoot! did I copy and send ALL of that!'

We use the notes section for info like this. Unfortunately this has become a bit more out of the way in the agent interface.

December 05, 2012 11:39
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David Flacks
column5

Are Agents the only users that can add tags to forums?

January 15, 2013 10:12
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Andrew J
BizStudio NZ

Hello David,

Yes only agents can add tags to forums. This can be restricted further to admins/moderators

January 15, 2013 10:54
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David Flacks
column5

Thank you Andrew.  Appreciate it.

January 15, 2013 11:03
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Matthias Meinecke

Hi David,

is it possible to manually add tags to a certain ticket? I can't find the input field in the new system...could you please give me a hint?

Thank's a lot and best from Germany

Matthias

January 23, 2013 04:16
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David Flacks
column5
You should see the tags field when you open a new or existing ticket as an Agent. The field should be on your left under priority and status. If they are not listed look to see if they are enabled.
January 23, 2013 12:56
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Matt Zaglin
tpco

Hello - is there a way to control what tags are added when a new ticket is spawned when a customer submits a reply to a closed ticket?  Currently, it seems that it takes all of the tags from the original ticket when not all of them are appropriate for the new ticket.

March 04, 2013 07:52
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Andrew J
BizStudio NZ

Hello Matt,

At this point the answer is no.  There is not enough control over the ticket tagging.  I believe this is a known issue as one of the Products team mentioned this was a problem to me recently.  

Do bear in mind the intended function of the 'reply to close ticket' (followup ticket); as in, it is intended to be for a continuation or renwal of the existing request.  This isn't how it is always used (customer mis-use often), but the functionality of copying tags is puposeful and appropriate for the intention.

Options are;

- To add an automation that checks for 'reopened' or 'followup' tickets and remove certain tags

- I use an automation to remove 'unneccesary tags' (we were getting a lot of irrelevent tags, that we never purposely use, so we strip these specific ones out

- Disable auto-tagging (a bit of a shame to do this, but it does give greater tag control)

- A really simple approach, but train your team to check and validate tags on any reopen or followup request.

That the most I can think of for now.

March 04, 2013 10:41
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Brandon K.
Zendesk

@Matt: You are correct that a follow up ticket will contain all tags that the original ticket had and Andrew is spot on with the intended use of follow up tickets, but you do have some options with the tags of reopened tickets. You could create a trigger that could look for when a follow up ticket is created and then perform different actions. To create the trigger all you would need to do is add two ALL conditions of 'Ticket is Created' and 'Ticket channel is Closed ticket' then set the actions you want performed.

I'm not sure your exact use case or what tags you want controlled, but if you had the action 'Set tags' and then left it blank, that would remove all tags from the reopened ticket have it start out fresh. Additionally, if you have a few specific tags you don't want on reopened tickets, you could use the action 'Remove tags' and then place the tags you do not want on new tickets separated by spaces. If a tag is not present and our system tries to remove it, no error will occur and the next action will be performed.

If you have any specifics you'd like me to give advice on, I'd be happy to help!

March 05, 2013 17:25
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Matt Zaglin
tpco

Thanks Andrew and Brandon!

@Brandon - For the "Set tags" option, would that still set any tags that are based on the requester (we have our VIPs entered with identifying tags in their user-profiles)?

March 07, 2013 06:32
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Brandon K.
Zendesk

@Matt: The set tags action will remove all tags on a ticket other than the tags you specifically indicate in the action. If you indicate no tags after the action 'Set tags', all tags will be removed from the ticket. This will include any user or organization tags that you have on the requester.

March 07, 2013 12:04
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Andrew J
BizStudio NZ

Hello Brandon,  If auto-tagging is enabled, will organisation tags be re-added? 

Otherwise Matt , you could add triggers to add these tags back in, not helpful if you have lots.

March 07, 2013 12:44
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Matt Zaglin
tpco

My use case is that I have some tags that are applied during the workflow:  first_sla, second_sla, first_resolution, second_resolution, after_hours, purchasing_request, etc., etc.  If someone replies to a closed ticket for whatever reason (new issue, related issue, issue happened again) - many of the workflow tags do not apply to this new ticket which is why I am looking for a method to have this newly spawned ticket be "clean" as if the person had just emailed our helpdesk@ address cleanly.

March 07, 2013 12:54
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Andrew J
BizStudio NZ

Hello Matt,  It may be simple enough for you to use the 'remove tags' option.  I have triggers and automation s that check for 20 or more tags... so if this isnt too extended, set up a trigger as Brandon outlined, but set it to remove the specific tags that not longer will apply to a reopen.

Potentially you could customise this further with multiple triggers.  Let us know if we can help further.

March 07, 2013 12:58
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Brandon K.
Zendesk

@Andrew: All automatic tags, whether they are from user tags, automatic ticket tagging, or transfered tags from a closed ticket, are added when the ticket is created and before the triggers are run. So if you use Set tags with no tags after, all tags will be wiped from the ticket.

@Matt: For your workflow I agree with what Andrew said. You'd definitely want to use the Remove tags action and just set the action to remove all workflow tags that could possibly be added during the course of a ticket. That way, you will have all your vip or automatic tags, but any workflow tags that jumped over would be removed for you to start fresh with your follow up ticket.

March 07, 2013 13:40
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David S.

I have a feedback form in the footer of our corporate website. This feedback form has has four categories which are uniquely tagged. In GoodData I can see the distribution of contacts across these four tags. I would like to drill further into the reasons why people are contact us in each of these unique categories.

When I try to filter the second level of contacts by applying additional tags, the top level tags interfere. How can I use tags to capture the second level data separately from the top level tags?



March 08, 2013 19:28
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Brandon K.
Zendesk

David: I'd definitely recommend that you use nested fields for this. Nested fields will allow your users to click on your four original categories and then have sub categories displayed for them to choose from. Each option would have it's own tag, so you might need to reconfigure your report at first, but I believe this would do exactly what you need. http://www.zendesk.com/blog/tip-of-the-week-nesting-fields

March 11, 2013 10:52
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David S.

Thanks Brandon!

March 11, 2013 11:19
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James At Causes

How do I view tickets that have no tags? I want to see why some tickets aren't being tagged by agents. Seems that I can't create a view of these tickets.

May 07, 2013 11:49
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Brandon K.
Zendesk

Hello James,

The way that Zendesk is programed makes it much more difficult to search for a negative value instead of a positive value. In your case, searching for the absence of a tag is a negative value and would be incredibly taxing on our internal servers if we allowed our users to create views for these negative values. For this reason, there is no way in Zendesk to create a view for tickets that do not have any tags. I'm very sorry that I don't have a better solution or workaround for you.

May 07, 2013 17:51
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Matt Zaglin
tpco

@Brandon - how is a "negative value" as you describe it any different than searching for a tag being present?  If the database table for 'is tag present' can be a 1 or 0, it would seem that searching for '1' values, then 'text_blob' values would be way more taxing than simply searching for '0' values.  

Besides, isn't one of the benefits of using a cloud-based solution the fact that additional servers / server power can be quickly and easily scaled to meet demand?

May 08, 2013 06:23
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Brandon K.
Zendesk

Hey Matt,

You have described it perfectly. If we search for a positive value, such as a tag, we jump directly to the tag's endpoint and pull every associated ticket. If we look for the absence of a tag, we have to search every ticket in the system for the 0 or 1 value to determine that the tag is not present. As for being a cloud-based solution, your assessment is also correct. We are able to scale and provide support for all of our users. If we allowed our customers to create a view that, for example, increased the amount of cpu seconds they required by 20% we would need to increase the amount of servers we pay for by 20% which would mean an increase in cost and most likely an increase in price.

I would like to point out that I am not a developer, and am conveying information that was given to me in layman's terms. I hope, however, that I was able to convey the reason this is the case properly and did not butcher the technical explanation too much.

May 08, 2013 15:00
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Diane Albert
schoolannual

we had the exact issue that Cheryl describes back in November 2012.  We were using a 6 digit job number as a tag.  When we bulk loaded the next round of users with numeric tags, it just went haywire with autofilling those tags and we could see that many users now had two, three, four job number tags. 

We have to reset our environment this year because it's bogged up our agent search for that job number.

May 21, 2013 08:55
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Seth Wylie
insightsquared

Could there be a way to "hide" a tag from everywhere where tags are used?  It would still be visible if you pulled up a specific forum post or closed ticket.

Our use case: One of our users (probably me) used an alternative name for something when tagging some organizations, once upon a time.  Now that tag is stuck in our ZenDesk because it was added to a number of tickets from those organizations' users, and those tickets are now closed and thus uneditable.  Now, when I go to add an organization, both the real name and the alternative name will happily autocomplete when I'm adding a tag to the organization, and I can't remember which one is the real one. However, using the real one is very important because we have forums that are limited to being visible to users in organizations with a certain tag, and there's no way to set up a forum to being limited based on this tag or that tag (it's only this tag and that tag).  Obviously I have a workaround -- being less stupid -- but that always seems like an awful lot of effort ;-)

May 22, 2013 10:52
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Brandon K.
Zendesk

@Diane: I'm sorry to hear that the bulk upload caused the tagging in your environment to go crazy. It looks like you currently have a ticket open with us and a support rep is helping you. If you come to a resolution, please post it back in the forums so other users are able to learn from it!

@Seth: You can use the tag cloud (Admin > Manage > Tags) to remove a tag from all active tickets, but this feature is unable to remove tags from closed tickets. The only way to completely remove a tag from your account is to delete all the closed tickets that have this tag on them. If this tag was being added to tickets from an organization tag, the number of tickets that would need to be deleted could be quite extensive.

May 30, 2013 18:00
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Diane Albert
schoolannual

@Brandon...to Seth you say if you delete all the closed tickets.

 

How do I do that???  because we are in the process of having to open a new ZD and port all our forums and such because we can't get rid of those deleted tickets.  If ALL of our tickets were wiped out (we are very low on support issues over the summer), then we wouldn't have to move all our forum stuff and recreate macros and everything.

 

I am not a programmer by trade (only via schooling), so the API stuff really baffles me, however if someone wants to share code and walk me through step by step to get started, I'd probably be okay using it. 

OR...if that's a consultant piece where ZD will quote me for Programming Services, I'll talk that as well!

Diane

May 31, 2013 05:12
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Seth Wylie
insightsquared

@Brandon,

Yes, thank you for the explanation, although I understood that already. I was making a product feature suggestion that, since some folks like me have old tags gumming up the works, and want to keep the old, closed tickets around, it would be great if a tag could be hidden from the locations in the interface where we'd only want to see tags that we're actively using.

May 31, 2013 06:26
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Albert-Jan Schol

Hi There,

We're having the same problem: more than 300 tags, an explosion which is to hard to manage. Is there no way to manage tags for closed tickets? Is it possible to ask zendesk to do this "in the background"? 

Problem is that we want to use Gooddata for reporting, but Gooddata cannot handle more than 200 tags. We want to clean up, but how??

May 31, 2013 07:31
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Andrew Herman

Hey Zendesk!

Is there a way to view the most common tags used in a custom view of time? Instead of the top 100 over the last 2 months, I'd like to know my top tags used on a weekly basis.

June 03, 2013 10:46
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Brandon K.
Zendesk

@Diane: I am also not very fluent with the API myself but I will see if I can bug an advanced support advocate or someone on our services team to write something up that will do this. I'll be sure to post it back in this forum if I'm able to get something. Alternately, you can bulk delete tickets from a view 30 tickets at a time. This may not be the quickest method and would require some tedious repetition, but if you do not have too many tickets in your account this is definitely a viable option.

@Seth: Thanks for clearing that up, it really is a great suggestion and the use case is certainly valid. The only concern I have about adding this ability is that it would require us to completely rework how Closed tickets behave. There are certain back-end reasons that we do not allow closed tickets to be updated and allowing tags to be updated on Closed tickets would definitely require much more work than it might seem at first.

@Albert-Jan: I'll check with a developer if its possible for us to clear all tags from an account for you. I post back in this forum when I get an answer!

@Andrew: You could create a report that would display the tickets that have the tags that you want to keep an eye on. You would just have to add the condition 'Tags contains at least one of the following [desired tag]' and the data series would represent the number of times the tag was added to a ticket. You could then choose a specific time period or report on a period of time relative to today. The only drawback to this would be that you are limited to 8 data series per report, so it might be hard to follow 100 separate tags.

June 07, 2013 15:11
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Seth Wylie
insightsquared

@Brandon: I'm sorry, but it doesn't sound like I'm effectively getting my point across. I'm not suggesting that you change anything in how closed tickets are handled.  I'm only suggesting that, when you're selecting tags to add to a currently open ticket, or a new organization, etc., that those pages can be fed a list of "tags that exist but that the user should not be shown in the list of tags that pop up in the autocompletion list"

June 10, 2013 06:40
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miranda indrigo

Hi, is there a way to report on which tags were used during a set time period.  I provide a monthly report to my supervisor and would like to be able to tell her which topics are most popular with our clients.

June 10, 2013 08:46
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Brandon K.
Zendesk

@Diane: I followed up with our API experts in the Services department and nobody was able to provide a catch all API code that would be able to do this for you. I was assured that it would be a very simple custom job once it got to the services team and should not cost you more than 1 billable hour. 

@Albert-Jan: I checked with our development team and unfortunately there is no way for us to clear out your Tags on the backend. A product manager did say that he was proposing to add a way to do this to the product, but this feature would not be around for at least 6 months.

@Seth: Sorry about misunderstanding what you were asking for. This sounds like a great idea, but we have nothing close to the functionality you've described in Zendesk at this time. I would recommend that you post this in our feature request forum, I bet you could get a lot of users interested and have them back up your post.

@Miranda: There is no way to track when a tag was added to a ticket except through the events log. For reporting purposes, tickets either have or do not have a tag. You could look for ticket actions during a specific period of time and filter them by tag, however. You just need to decide on the event you are looking for 

June 10, 2013 14:03
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Diane Albert
schoolannual

@Brandon...thank you for looking into that - as of today, I think we are finally now good with our environment.

Best Practices...play in your sandbox!!!   :)

June 11, 2013 13:54
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Jennifer Rowe
Zendesk

Nice work, Diane!  Glad to hear it.

June 11, 2013 13:59
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Evelien

I want to create a trigger to add a tag to the user if one of the following conditions are met. How do I do that? I can only see to add a tag to the ticket...

June 24, 2013 07:42
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Andrew Herman

I'm currently using a system of tags to organize tickets based on what type of question is asked, but would like to get away from using tags this way. How would anyone suggest to select multiple types from a long (nested) list, while not adding a gigantic list of checkboxes to the ticket entry screen?

June 24, 2013 08:38
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Dr. J
Zendesk

@Evelien - Great question!

 

User Tags may only be added in three ways:

  1.  Manually

  2. Via a Bulk Update of Users (uploading a CSV)

  3. the Zendesk API

Unfortunately, while a trigger CAN add tags to the ticket,  in CANNOT add tags to the user.

This article talks about the process in greater detail.

June 24, 2013 15:21
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Dr. J
Zendesk

@Andrew if you want to classify tickets, but do not want to do so via tags, or a variety of checkboxes- what you're looking for is nested drop-down lists.

  • You can use nested drop down lists in Zendesk.  
  • This article will walk you through creating them - see the heading Organizing drop-down list options.
June 24, 2013 15:30
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Andrew J
BizStudio NZ

@Andrew, it would be interesting to understand your reasoning for not using tags.  Tags are a major integral part of the Zendesk software and are an immensely powerful tool for creating views, triggers, automations and more.

Dropdown lists will always require a tag be added.

Possibly the upcoming 'Ticket Forms' functionality (Enterprise Only) may help to simplify things, but I might be missing the point here.

June 25, 2013 16:19
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Leanne

Not sure if this is a feature or a bug, but we went through and removed a bunch of old tags that had been populated when we first implemented the system and tagging was turned on. It turns out that these tags are created and put on the ticket (even when auto-tagging is disabled) when certain fields are populated, such as Waiting On or Request Type. When we removed the tags, it actually blanked out the respective fields in all open tickets. We had to go back through all of our open tickets and reset the fields for each one. Users might want to be careful removing tags if this isn't a bug.

October 01, 2013 11:16
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Ingmar Zahorsky
Zendesk

There are a number of ways other than the auto tagging feature how tags could be added to tickets. You could be adding them via triggers, automations, macros or also custom fields. By default the system fields do not add any tags so you might wanna check the custom fields you have set up to see if they were responsible for those field based tags you mentioned. Should you still feel after another investigation that this is a bug, don't hesitate to submit a ticket at support@zendesk.com and we will be happy to look into the cause further. 

October 02, 2013 07:39
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Leanne

Upon further inspection, the fields in question were indeed custom. However, the system requires corresponding tags to be created and applied when configuring the drop down field choice. It's maybe worth mentioning in the documentation that removal of those tags will result in blanking out the field on tickets. Thanks for your help!

October 02, 2013 09:24
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Richard Clifton
avidmobile

Are tags viewable by end-users?

October 23, 2013 07:50
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Laura D.
Zendesk

Hi Richard, 

Tags are not visible to end-users, they're just for agents!

October 24, 2013 11:19
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Lam
Zalora Vietnam

can we do a wildcard search for tag or when setting up the trigger for tag?

January 01, 2014 23:00
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Emily
Zendesk

Hi Lam, 

What is your use case here? This will help me help you!

January 02, 2014 12:17
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Barry
sparefoot

Quick question about tags and user role permissions. I see that when I'm editing roles of the agents in my Zendesk I can set

 Can edit ticket tags

Provides the agent with the ability to add and remove tags on tickets. Agents without this ability can still set custom fields, but cannot add tags with macros.

I'm not sure this makes sense. I'd like agents to be able to set tags via macros, but not to actually have the ability to add/edit/remove tags in the ticket web form. Is this level of customization available? Can you explain the reasoning for prohibiting agents from adding tags via a macro?

January 08, 2014 13:55
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Emily
Zendesk

Hi Barry, 

Custom fields that add tags (drop-down menus or check boxes) are primarily intended as ticket fields. The tagging by these fields is secondary to their main purpose of filling out a ticket field. As a result, the permission around tagging does not exclude custom fields.

I can't tell what your specific use case is, but if setting tags (the act of replacing all tags currently in the ticket with a new tag) is your goal, it may be possible to accomplish it by creating a trigger that sets a tag after the agent has performed another action in the ticket. 

January 09, 2014 15:38
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Barry
sparefoot

Hi Emily,

Sorry - I must not have been clear.  My use case is as follows. I want tags to be adjustable by:

  1. Custom ticket fields (as you mentioned). No issues here.
  2. Macros. I'll use these tags specifically to control when certain triggers do and do not fire.

I do NOT want tags to be adjusted by:

  1. Agents clicking the "tags" area on the web form and being able to type tags, remove tags, etc. themselves. I'm referring explicitly to the editability of tags within your main agent interface.
  • For example, if the tag "email-emily" fires a trigger that sends you a specific email, I want that tag to be set via a MACRO. Because, I can have that macro also add a private note to the ticket that says "before you submit this ticket, be sure that your most recent public reply addresses Emily specifically."  If the agent adds the tag manually (without the macro) I can't control the rest of the experience and ensure it works according to plan.
  • For another example, if the tag "requester-notification-sent" is applied to a ticket via a trigger, the presence of this tag will prevent future notifications from being sent (via a trigger). If an agent removes this tag, it would lead to the trigger erroneously re-firing and causing a bad experience for the requester.

So, I would think that the agent role permission "Can Edit Ticket Tags" would refer explicitly to the agent's ability to manually add/edit/remove tags via the web form, not through a Macro.

January 09, 2014 15:45
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Emily
Zendesk

Hi Barry,

Thanks for clarifying. I see where you're coming from based on your use case, but our position is that a macro is a manual application of a tag since it has to be applied by an agent. Therefore both adding tags to the tag field and appplying tags via a macro is considered to be more or less the same manual action.

January 17, 2014 11:45
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Barry
sparefoot

Thanks Emily. I'm 99% sure that even when the permission is set to "no" agents can add/edit/delete tags in the tag field (I am 100% positive they can add/edit tags on ticket creation, I'm not sure about what happens after the ticket exists). So, I think something might not be working in the way you described, but it's helpful to know that it's not by design.

January 17, 2014 11:49
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Tina Yates
teranet

We are unable to delete a specific tag in a our ticket,  how can we do this?  Deleting it out of the Tags box isn't sticking, when we go back into the ticket the tag reappears?

January 17, 2014 13:08
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Christopher Williams
cuonline

I'm trying to create a new view that pulls up all tickets with a certain tag, regardless of status, but the ZenDesk tells me that I need to choose only one status in the "meets ALL" section. Is there a way around this. If not, would it be possible for you folks to add an "ALL" option to the status drop down list?

January 19, 2014 17:29
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Dagomar Paulides

So there is no way I can click on a tag and get all tickets tagged with that tag. I have to manually create a view for each tag. Seriously? 

January 21, 2014 00:35
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Emily
Zendesk

Hi Barry, 

In a custom agent role with the ' 

Hi Tina, 

I'm creating a support ticket on your behalf to troubleshoot further, and I'll see you in that ticket shortly!

Hi Christopher, 

You likely saw a warning that said, "View must test for at least one of the following ticket properties in the ALL conditions section: Status, Type, Group, Assignee, Requester" when you attempted to create a view with just one tag condition. If you were to instead test for ticket Type, Group, Assignee or Requester, you could avoid having to set a status. Or, if you know that the tickets in question won't be tagged until they reach an Open status, you could say "Status greater than New." 

The Tag Cloud (Manage > Tags) will show you the 100 most popular tags in your Zendesk over the last few months. If you click on a specific tag in the cloud, it will show you a list of tickets with that tag, as long as the tickets were updated within the last two months. 

Hi Dagomar, 

You don't have to build a view. Check out the last portion of my answer to Christopher, above. If the tags in your tag cloud aren't linking you back to a view, please let me know and I'll create a ticket so we can troubleshoot further. 

January 21, 2014 11:19