Automatically tagging tickets from specific users and organizations

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11 Comments

  • Pedro Reis

    This is helpful, but I've got 2 questions regarding this article:

    1. Is it possible to apply the tag in batch , i mean apply it to a lot of users at once, by selecting all the users. Bulk management?

    2. Once the user is tagged as VIP, that information will be visible on the ticket?

    0
  • Jessie Schutz
    Zendesk team member

    Hi Pedro!

    You can apply tag in bulk by doing a bulk user update via CSV; we've got full documentation on how that works here: Bulk importing users

    User tags always get inherited by any of that users tickets, so they'll definitely be visible.

    0
  • Padrig Tuck

    Is there no way to list domains to use a specific tag for? We just want to add a list of domains that will be auto-tagged with a specific one.

     

    0
  • Jessie Schutz
    Zendesk team member

    Hi Padrig! Welcome to the Community!

    You can make a list of domains per se, but you can add multiple domains to a specific Organization. You can then set that Org up so that all tickets have the specific tag you need.

    0
  • Accounts Receivable

    Hi!

    The tagging doesn't seem to work when the user is cc'd. Are there any solutions to this?

    0
  • Diogo Maciel
    Zendesk Customer Advocate

    Hi!

    CC'ed users do not get the ticket tagged, only the requester. You can suggest this feature in the Support Product Feedback topic so that our developers can assess it and hopefully include in our future roadmap.

     

    0
  • DTLR Customer Service

    Is there a way to use the connect product to automate rules to automatically tag users to a VIP based on certain actions within our mobile app?  This way as customers hit a certain threshold, they will automatically be moved over to a VIP customer.

    0
  • Benjamin Koehler

    Hello,
    You could select Events in the filter of a campaign to target users who take specific actions in your app.

    This could be separate from the campaign that engages another set of users (who don't perform that action).

    If VIP is already something you have set up, it may be helpful for us to look more into how you're using that designation already.

    0
  • Jeremy Holmes

    This does not seem to update existing tickets. It is possible to automate adding the tag to the customer's tickets that may already be in the system? 

    1
  • Gail L
    Zendesk Community Team

    Hi Jeremy,

    it isn't expected that a user or organization would be automatically added to existing tickets as an update, only that the tags will be added to tickets created going forward. But it would be simple to do a bulk update of any active tickets for that user or organization to add a new tag. A bulk update from the user profile page or organization page would probably be faster than building an automation to do it.

    0
  • Jeremy Holmes

    I can understand that, but if you are bulk updating a set of end users that are not part of an organization, it is much harder to update all of their existing tickets and there is no logic to do so. I can see how one could simply make up an organization and then run an automation to update the open tickets from there, but it seems there should be some way to create an automation or view based on user tags so everything under a user can be included, even if somehow the tag is not present on the ticket. 

     

    For instance, lets take the example of VIP customers. While it would be nice to have our agents know to go and tag all of an end user's tickets with a tag, that is unrealistic when dealing with large numbers of customers and tickets. If there is a customer was not a VIP and then became one and that customer replied to a ticket about an issue before they were tagged.  That ticket will not have the tag on it and will not be treated with any urgency. If at least an automation could be fired based on the tag on a user, then we could create an automation to always run and always make sure all of their tickets are tagged correctly. 

    3

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