Question
Is it possible to rename tags that are being used in your Support account?
Answer
No, it is not possible to rename tags in your account. However you can replace an old tag with a new one but it won't actually rename the original tag. For more information on tags please visit Understanding Tags and Ticket Fields.
If you choose to replace a tag with a new one, the original tag will still exist until you remove it from your system. Once the original tag has been replaced with a new one, you can bulk remove the original tag from your system through the use of our API. For more information on the API endpoint please visit our developer documentation on Core API.
7 Comments
The linked article unfortunately does not explain how to replace tags. I have not found a way to do this, at least not in Team edition.
Hi Urban!
Sorry for the confusion. Replacing a tag just consists of adding the new tag you want, and removing the old tag from the system.
Hi Jessie!
So how?
Is there a way to bulk update all specific tickets with a new tag?
Hey Tapio!
You can bulk update tickets 30 at a time using the in-built functionality, or you can do more using the API.
Hmm yes but only those which aren't closed.
How about API, can I updated also closed ones with it?
Hey Tapio,
There's no way to update any ticket properties on a closed ticket. These changes will only apply to tickets that are in Solved status or less.
This is a dead end then for people trying to clean up history, which - almost by definition - comprises closed tickets. So duh.
Sorry, I lost my zen on this... ;-)
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