Tags are extremely powerful in Zendesk, and are used for all sorts of things, from API calls to Explore report generation. However, you can find your Tags section within tickets sometimes getting too lengthy. Here are some ways to make your tags work for you, while limiting the amount of characters needed for them.
For your ticket Field options, it is best to limit your tags to roughly 3-5 characters per Field/Sub-Field (i.e. using the double colon to create drop-out options). For example, you have a Field (Support Issues) with the following options:
- Device Issue
- Network Issue
- Portal Issue
You would want to create your Tags as such:
Doing this not allows you to properly identify the Field and the associated option, but also helps with keeping the number of tags that are applied to a ticket. The other item that assists with limiting tags on tickets, is using Conditional Fields on your Forms, as this will limit what Fields are visible on a ticket, thus limiting the Tags listed.
When utilizing Macros to add Tags to tickets (whether for reporting or to assist with ticket Automation), it is best to utilize the same formatting structure used for Field Tags, but using the "mcr" in place of the Field name/value. For example, you need a Macro to add the Tag "jump_sensor", your Tag in the Macro should be set to:
- Macro Name: Set "jump_sensor" Tag
- Action: Add Tag "mcr_jump_sensor" (without quotes)
This will help you to identify that this came from a Macro versus being applied via a ticket Field or Automation/Trigger policy.
Automation and Trigger Policies
For these, use the same format as Macros, but swap out "mcr" for the following:
- Automation policies: "auto_" (without quotes)
- Trigger policies: "trg_" (without quotes)
Again, just some helpful ways to make Tags work for you, while limiting the amount of space they take up within your tickets.
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