Forums/Documentation/Users, groups, and organizations

Adding tags to users and organizations

Anton de Young
posted this on June 16, 2011 11:52

Tags can be added to users and organizations and these tags can then be used in business rules to manage the ticket workflow and to restrict access to forums.

Tagging users and organizations provides you with a way to add more data about each and then act on that data. For example, you can tag an organization or a user and then add the tag to a trigger to escalate the ticket to a specific support group.

A user's tags, and the tags of the organization to which they belong, are added to their tickets. In other words, if a user is tagged withmanagerand belongs to an organization tagged withpremium, all the user's tickets will contain both of those tags.

Tags can also be used to restrict access to forums. You can first restrict access to a single organization and then to users within that organization based on tags. Or, if you don't select a specific organization, access can be restricted to all the users and organizations in your Zendesk that have the specified tags (in other words, multiple users from multiple organizations).

You can add tags manually when adding or editing users and organizations, during a bulk import, via the Zendesk API, and via enterprise single sign-on (JWT and SAML). Agents and administrators can add tags to users, but only administrators can add tags to organizations.

The user and organization tags are displayed in the user dashboard, the user widget, and in lists of users and organizations.

To manage tags

  1. Click the Manage icon () in the sidebar, then select People.
    Zendesk Classic: Select the Manage menu, then select People.
  2. Click the Tagslink at the top.

    On this Tags page you can see all the tags and how many times they've been added to users and organizations. You can also remove the tags from all the users and organizations to which the tags have been added.

User and organization tags can be referenced as placeholders and as data in Liquid markup code.

Enabling user and organization tagging

An administrator can enable user and organization tagging for your Zendesk.

To enable user and organization tagging
  1. Click the Manage icon () in the sidebar, then select Customers.
    Zendesk Classic: Select the Settings menu, then select End-users.
  2. In the section Tags on users and organizations, click Enabled.
  3. Click Save Tab.
Note: If you want to add tags during a bulk import or via the Zendesk API, Remote Authentication, or SAML, you also must first enable this setting.

Adding tags

Tags can be added when manually adding or editing users and organizations, when bulk importing user and organization data, and via the Zendesk API, Remote Authentication, and SAML.

In your Zendesk, you add tags in the user's profile page and in the organization settings page.

The tags are added to new tickets submitted after this feature has been enabled, not retroactively to a user's existing tickets. Also, these tags are only added when tickets are created, not when they're updated.

Note: If you change a ticket's requester to another user, the original requester's tags are removed and the new requester's tags are added.

For information about adding tags during bulk imports, see Bulk importing users and organizations.

For information about working with user and organization tags via the Zendesk API, see REST API: Users and REST API: Organizations.

Managing user and organization tags

You can manage user and organization tags by selecting the Tags page. The Tags page displays all the user and organization tags that have been added to your Zendesk. Clicking a tag displays a list of the users and organizations to which the tags have been added.

Note: This page only displays user and organization tags, not the other tags that were added to tickets and forum topics.

Aside from providing you with the details of how the tags are being used, you can also remove tags from all the users and organizations to which they have been added.

To remove tags from users and organizations
  1. Click the Manage icon () in the sidebar, then select People.
    Zendesk Classic: Select the Manage menu, then select People.
  2. Click the Tags link at the top.
  3. Locate the tag you want to remove and then click Remove.
  4. Confirm that you want to remove the tag and then click OK.
Note: Removing user and organization tags does not remove them from the tickets they have been added to. You can delete the tags from those tickets manually or just manage them out of your Zendesk as the tickets are closed.

User and organization tags in business rules

Since a user's tags (including their organization's tags) are added to their tickets, you can use these tags in business rules to automatically make changes to the ticket. For example, based on a user or organization tag, you can automatically assign tickets to a specific group, as in the following example.

These tags can of course be used in any business rules (automations, macros, triggers, and views) as well as reports.

User and organization tag placeholders

User and organization tags are available as placeholders. They are properties of the User and Organization data objects and can therefore be referenced as user properties. For example:
{{ticket.requester.organization.tags}}
{{ticket.assignee.tags}}

For more information, See Zendesk data object (placeholders) reference.

Limiting access to forums with user and organization tags

User and organization tags can be used to restrict end-user access to forums.

To restrict access to a forum with tags
  1. Select the forum you want to restrict access to and click Edit.
  2. In the section User property restrictions, enter the tags of the organizations and users that will be allowed to access the forum.

  3. Click Update Forum.

Only these users and organizations will see the forum when they are logged in to your Web portal. In the example above, all of the users and organizations that have been tagged withpremiumhave access to the forum because no specific organization was selected.

Note: If you use more than one tag, for users and organizations to have access, they must also have all of the tags you've entered.

Searching for user and organization tags

You can always search for tags using thetagskeyword, as in this example:
tags:premium
This search returns the tag 'premium' wherever it's been used in your Zendesk, including in ticket details and in the forums.
Using thetypekeyword, you can narrow your search results to tickets that contain the tag.
type:ticket tags:premium

A search like this returns all tags (not just user or organization tags). There's currently no way to search for user and organization tags within a ticket separate from other tags that have been added to the ticket (via custom fields, auto tagging, business rules, or manually by an agent). You can of course create a user and organization tag naming scheme (for example, user_tag and org_tag) and then search for those.

However, sincetagsis also a property of both the User and Organization data objects, you can narrow your search results to just those objects by using thetypekeyword.

To search for organization tags, you can use a search statement like this:

type:organization tags:premium
To search for user tags, you can do this:
type:user tags:beta_user
 

Comments

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Sarah Manley

We are very excited about this feature - but can you only add a tag by going in and editing the user account or is there a way to do it while still in a ticket?

June 23, 2011 17:38
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Anton de Young
Zendesk

Sarah, 

Currently, the only way to add user tags is via the user profile. 

June 29, 2011 11:56
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Tom M.
Nordeus Support

Adding tags to the user from the ticket would be really useful. You have "edit notes" there.

This way it is little complicated to do.

July 13, 2011 13:14
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Isobel Lee

As Sarah said being able to tag users from a ticket or using a trigger would be great!

July 14, 2011 01:13
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Neville Kennerley
ubtaccountants

I agree, need to be able to set up an automation to tag a user based on options selected in a ticket.

e.g., user selects their country in a ticket drop-down which adds a tag to their profile so that they gain access to forums which have access restricted to users from that country!

Please do this, it would be very useful.

July 19, 2011 12:56
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Maya Shoval
I've added direct tagging as a feature request. I'd appreciate if ya'll can +1: https://support.zendesk.com/entries/20377712-tag-users-organization...
August 22, 2011 07:30
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Mumshad Ali
edevtech

i followed the example, and put the same tag in user's profile as of the organization, but when i assumed the identity that forum didn't showed up. The role of user is end-user ; is this preventing

Regards

 

Mumshad

September 15, 2011 10:37
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Anton de Young
Zendesk

Mumshad, 

I tested this with an end-user. I restricted a forum using a tag and then added that tag to an end-user's profile and assumed that user's identity. It's working fine for me. If it's not working for you, please open a ticket. Thanks. 

September 19, 2011 09:06
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Fisher Laishram
sprinklr

Is there a way to give read access an organization a forum but only a selected individuals based on tag can edit it?

November 11, 2011 10:51
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Jill Kaselitz
Zendesk

Hi Fisher,

By 'edit' are you looking to allow certain end-users in an organization the ability to add comments to a topic? 

November 11, 2011 12:33
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Fisher Laishram
sprinklr

Hi Jill,

By edit I want only certain users (using tag concept) to edit the article/content and allow rest of the users to only read the articles

November 11, 2011 12:41
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Jill Kaselitz
Zendesk

Hi Fisher,

Thanks for the clarification. The edit permissions are only at the 'article' level and are currently not available via tags. If you could post this with your use case to our Feature Request forum, this will allow our user community to vote on your idea. 

November 11, 2011 13:08
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Jasper Soetendal

When multiple tags are used, only users that have all tags are granted access.

Is there any way to do the same in an OR-construction? F.e. I have different users (clients, co-workers, suppliers, leads, etc.) and I want to have a forum accessible for co-workers and suppliers.

November 16, 2011 03:01
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Jill Kaselitz
Zendesk

Hi Jasper,

This is a great feature request. While we don't have this functionality yet, we would welcome your feedback in our Feature Request forum. In the meantime, you could create one unique tag for both your co-workers and suppliers to be able to access the forum in question. If you need any help with this, please don't hesitate to email us at support@zendesk.com

November 16, 2011 13:32
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Dean Jansen

Hi, I'm wondering if there's a way to automatically tag certain types of users, like let's say we sent a special registration link to new customers that would allow them to create an account that had the "premium" tag or something like that.

Best,
Dean

January 07, 2012 13:25
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Aaron Pewtherer
Zendesk

@Dean The most effective way to organize tags for your users is with Remote Authentication (http://www.zendesk.com/support/api/remote-authentication) or Bulk User Update (https://support.zendesk.com/entries/20065732-bulk-importing-users-a...)

January 09, 2012 16:39
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Marci

Is there a way to use tags to prevent users from submitting tickets, but allow them to post in the forums? (Or some other method besides tags?)

February 27, 2012 17:57
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Aaron Pewtherer
Zendesk

@Marci Although you cannot restrict submitting tickets by tags, you can create a trigger that looks for tags of authorized people, and sends a "sorry, you can't submit tickets" to the people without the tag, then closes the ticket.

February 28, 2012 09:59
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Jason Reynolds
foresitesystems

Im looking for a way for one of our agents to be able to filter forum posts by organization, so that he only views one at a time. Say for instance that today he is dealing with moderating a set of forums for an organization, since the number of org's forums will be expanding dramatically, we need a way for him to filter out org's forums that he is not dealing with. 

Soon he will also be adding a project manager to moderate forums for a set of companies, and would like to segment the agents access.

June 13, 2012 13:31
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Aaron Pewtherer
Zendesk

@Jason. Cool ideas. Thank you for the workflow description. Seems like creating categories for each organization may do the trick. That way, your agent can stay in the forum articles that are relevant, then moving the articles that are not. The agents that are restricted to a certain organization will only see those articles.

Only endusers restricted by tags (or restricted by org) to certain topics can filter only articles relevant to them. Unrestricted agents see all the forums, but can change the order when editing the top-level forum topic.

Any of these work for you?

June 15, 2012 15:41
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Jason Reynolds
foresitesystems

@Aaron, Thanks man. Those are great suggestions. Unfortunately we are using the category level to organize the many topics that we are amassing to house the forums, so that may be a no go there. 

I am looking into the following possibilities:

-Just training the Agent to recognize the little lock next to the forum topic to help him identify the forum's Org.

-setting up emails for each company and using those emails to create "end-user" profiles that will allow him to login or even assume so he can filter that way.

-Adding in company name to each forum topic

-Somehow creating agents that are restricted to orgs, however this pretty much the same as the one above

June 15, 2012 16:04
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LaPorsha Gant
onesourcevhr

Is there a way to view a complete list of all tags added to tickets and forums? The tag cloud is limited to the 100 most active tags and the manage tags settings is limited to the user and organization tags - is there a "view all" feature?

June 18, 2012 09:03
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Aaron Pewtherer
Zendesk

@Jason: Sounds like you have some good ideas. Let us know how your workflows tests go.

@LaPorsha: Tag list (besides Manage > Tag) only available via API: http://developer.zendesk.com/documentation/rest_api/tags.html

June 22, 2012 16:21
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Sam Mosher

It would be great if the 'restrict access to a forum with tags' feature worked more like an "or" instead of an "and." In our application, we have two different user roles that are nearly similar but need access to different documentation. Sometimes these areas overlap, but I do not want to have to create a third tag/update ~2500 users just for that. Are there any workarounds or changes coming up that might accommodate this?

December 10, 2012 13:08
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Tracy Wadley
davesmithinstruments

I'm trying to figure out how I can automatically assign tags to a ticket using trigger automations. More specifically, we're using the "Email forwarding" option so that agents can forward support requests to our ticketing system that arrive at our "General Mail" address.

 

This feature works fine, but I'd like to setup a way to automatically CC the "General Mail" address to let others know we've replied to the customer if the ticket was created by an agent using the "Email forwarding" feature. Is that possible? I'm open to other solutions too.

December 26, 2012 19:57
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Aaron Pewtherer
Zendesk

@Sam. No known workarounds. You may want to restrict by organizations instead.

@Tracy: Although there is no, "forwarded by agent" channel to set tags, you may want to have your agents forward to a "create ticket on behalf of" email address on your server, and forward that (or send directly) to a unique email address "forwardedemails@yoursubdomain.zendesk.com".

Automatic CCs to a ticket are only available for agent email addresses. Instead, you can use an email target (under Settings > Extensions), and have a notification sent as an action to a trigger.

December 29, 2012 12:38
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Ivelisse Rivera
modernizingmedicine

I'm having an issue: I lost the ability to Tag organizations. My set up looks fine, from the Manage screen it looks like I still have 540 Organizations tagged, however, new tickets entered are not affiliating with the current organization - the tag is missing and it wont allow me to redo.

Suggestions?

March 13, 2013 16:42
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Aaron Pewtherer
Zendesk

@Ivelisse: With support questions, always create a support ticket for a faster response. We are aware of the issue. Please create a ticket so you can be notified when the issue is resolved.

March 13, 2013 16:44
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Tona Medina
platfora

For forums restrictions, it would be actually very useful to make "ANY" not "ALL. ie:  "Restrict access to end-users and organizations with ANY of the following tags"

The reason is that I might have a forum that should have access to "beta" and "partner" tags. I don't want to tag beta customers with the "partner" tag just so they can have access. 

April 04, 2013 16:47
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Anton de Young
Zendesk

Tona, 

Thanks for the feedback. I forwarded it to the Product Manager. 

April 05, 2013 08:56
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Tona Medina
platfora

Also, on the topic of making managing forum access via tags... can you guys add the ability to add tags to a category so that trickles down to the forums within?

The problem now is that it becomes difficult to manage permissions when you have several forums (say 10). But if you group them into 2-3 categories, it would be much easier to manage the permissions via tags at that level.

April 11, 2013 10:01
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Jennifer Rowe
Zendesk

Hi Tona,

That's a good idea--I agree that would be helpful. We are working on the new version of forums. I'll pass your feedback onto the team for them to consider. Thanks!

April 11, 2013 13:28
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Tona Medina
platfora

Thanks!

For example this category in Zendesk's own support sounds like should not be visible to end-users: https://support.zendesk.com/categories/20083846-Internal-Knowledge-...

But a forum in there might not have been properly set, which now makes the category visible. There might be other forums in there, and those are fine -hidden. However, ff the tags would've been set at the category level, then you don't have to worry about new forums in there being misconfigured.

Cheers!
Tona

PS: you might wanna fix that internal forum :)

April 11, 2013 14:09
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Jennifer Rowe
Zendesk

Oops-ies. Yes, that's an excellent example. :) And we'll fix it! Thanks for letting us know.

April 11, 2013 15:51
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Steve Black
moveguides

SHould I be able to add a tag based on a placeholder, for example a trigger that adds a tag to the ticket with the user's org (so I don't have to have agents toggle to the 'user' view to see what client they are from?  

I've tried it, but the placeholder shows up as the actual tag, not replaced by the correct org name

{{ticket.requester.organization.name}}

October 10, 2013 07:50
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Adam Hart
Zendesk

Hi Steve,

Agents should be able to see the user's organization immediately to the left of the Name field in the upper left of New Zendesk, or to the right of the ticket under the user's name in Classic. If you still think tags are the way to go, you should be able to accomplish what you're looking for by simply adding tags to the Organization. Every tag on an organization will be automatically added to any ticket submitted by a user in that organization.

Hope this helps!

October 25, 2013 14:51
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Steve Black
moveguides

Hi Adam,

Thanks for the response - I can see the org now.  With regards to using placeholders in the tag field - is that possible?  I recognise I no longer need to use it for Org name - but what if I wanted to use it for something else?  Is that possible?

October 26, 2013 05:43
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Adam Hart
Zendesk

Hey Steve,

So I took a look around and it does not look like you can use placeholders in the tags field.  I think the biggest motivation behind that decision is the fact that tags are typically used for automating ticket actions, which rely on the tag being uniform across your Zendesk.  

Also, using a placeholder there may be moot considering most places that look at tags have other options which allow you to directly look at User, Org, or Ticket properties which is all a placeholder accesses anyways.

Good question though!

October 27, 2013 13:21
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Debbie McCormick
mainhubapplian

Is customer tagging limited in Enterprise? If I tag a user on the central desk, the tag does not stay. I hope I don't have to add the tag to the user's account in all of our spokes. That could be a hassle.

November 14, 2013 09:53
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Adam Hart
Zendesk

Hi Debbie,

Enterprise accounts with the Hub-Spoke setup work a little bit differently when it comes to Users.  Your Zendesks work on the concept of Ticket Sharing, meaning that any Users from tickets shared to a Zendesk are effectively a ghost user.  This is the relationship the Hub has with your Spokes.  Even if you add a tag to a User in your Hub, any subsequent tickets created by the same User in a spoke effectively belong to an entirely different User.  

The only way to get a User tag to stick would be to add it in a spoke.  If you need to add tags to a large amount of users across different accounts, my recommendation would be to use our API documented on our Developer Page. I've linked below.

Let me know if anything is unclear!

http://developer.zendesk.com/documentation/rest_api/user_fields.htm...

November 15, 2013 12:45
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Cristina Haines
vestiairecollective

I see this thread is quite old (2011) Is there currently a way to add a tag to from the ticket form so we don't have to manually add them? 

February 10, 2014 12:26
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Aaron Pewtherer
Zendesk

@Cristina: You can use Ticket Forms (Enterprise feature) as a trigger condition to add tags (ticket and/or enduser/organization custom fields). What kind of tags are you trying to add? From? To?

See "Ticket: Form" on list here: https://support.zendesk.com/entries/20011606-Streamlining-workflow-...

February 12, 2014 17:42
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Katherine Thompson
coremedia

Hi, Aaron said recently that you can add tags to end-users as the action in a trigger. However, the only Requester:xxx actions allowable as trigger actions are for the fields Requester:Language and Requester:<custom field>. Is there some way to extend this list to include Requester: add tag? It's really just the analog of the Ticket: add tag action.

March 12, 2014 07:18
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Sarah Kay
Zendesk

Hi Katherine,

You can add a tag through the custom field option by setting up a custom user field. This can be done in your Admin tab under Manage > User Fields. You will want to add a Drop-down List as this will allow you to add the specific tag or tags. Each Drop-down option you create will add a separate tag to the user profile:

Screen_Shot_2014-03-12_at_9.40.00_AM.png

 

Then in your triggers, you will be able to select the Requester: Custom Field. In my screenshots you can see the example I created where my custom user field is "Eye Color" and that is now populated at the bottom of the list in my triggers

Screen_Shot_2014-03-12_at_9.30.45_AM.png

March 12, 2014 09:47
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Atul Jadhav
Mgm-communications

Thanks Sarah!!

I have been trying to find a way to tag users with macros / automation/ triggers since the last few days. Your comment made my day.

The funny part is, I have used requester custom fields earlier in a trigger, but plain forgot about it. 

Thanks for jogging my memory!!

 

April 09, 2014 12:49