All customers are important, but every business has their VIPs. Maybe it’s a big account, maybe it’s the paid users on your freemium product, or maybe you just want to make sure tickets from some people get a bit more visibility.
One of the most powerful things you can do with tickets is to use triggers to route them to the right people and groups as they come in. User and organization tagging is an invaluable tool for doing this and one that you should definitely consider using.
Turning on tags for users and organizations
An administrator can turn on tags for users and organizations in Zendesk Support. For more information, see Enabling user and organization tagging.
To turn on user and organization tags
- Click the Admin icon (
) in the sidebar, then select Settings > Customers. - In the section Tags on users and organizations, click Enabled.
- Click Save Tab.
Tagging a user
After you've turned user and organization tagging on, you can go ahead and add tags to users. You can add tags to users on their user profile page in the tags ticket field. To navigate to a user's profile, you can search for them using the Search icon (
), select the tab for the ticket's requester profile in a ticket, or select them from the list in Admin () > People.
In the image below, you can see the new Tags field on the user profile. The VIP tag has been added to this user. 
Tagging a bunch of users
Tagging one user at a time is all well and good, but it's not necessarily scalable. That’s where organization tagging really shines. You can add tags to organizations by navigating to the organization's settings page in Admin (
) > People > Organizations, then select an organization. You will see the same tags field as in a user's profile.
You can use organization tagging, for example, to make sure that all tickets from your premium users are tagged. If you've already sorted your customers into organizations and you have more than one VIP organization, you can add the same tags to any number of organizations you want.
You can also add tags when bulk importing/updating users and organizations!
Taking advantage of user/organization tags
In Zendesk Support, there are any number of things you can do with tags. You can limit access to forums, you can do more accurate ticket searches, you can create views, or you can create conditions based on those tags in your automations and triggers. For a full breakdown, see Adding tag to users and organization.
This section will discuss two common uses for user and organization tags.
Routing your VIP tickets to a premium support group
One common use case is using a tag in a trigger to automatically route tickets. For example, to make sure that all of your VIP tickets go to a Premium Support Group, create a trigger similar to the one below. You create new triggers in Admin () > Business Rules > Triggers.
You can use the example trigger below to ensure your tickets route to the correct group. 
Meet all of the following conditions:
- Ticket is Created
- Tags Contains at least one of the following VIP
Perform these actions:
- Group Premium Support Group
- Email Group (assigned group)
This trigger looks for tickets created with the VIP tag and assigns them to the right group. It also sends an email notification to the group.
Setting ticket priority by user/organization
In addition to sending your VIP tickets to a specific support group, you can assign them a higher priority than your other tickets. The example below shows the same trigger as above, but also sets the ticket priority to Urgent.
To automatically set the priority, you can add the action Priority is Urgent to the trigger.
14 Comments
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?
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.
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.
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.
Hi!
The tagging doesn't seem to work when the user is cc'd. Are there any solutions to this?
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.
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.
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.
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?
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.
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.
Hi,
Don't know if anyone can help, but can you apply a user tag to customers that come from a specific channel - e.g. new Twitter customers? Either within Support settings or via API.
Essentially, I'd like to bulk delete these users after a certain time period so that we're not storing data for customers longer than is needed. I think I could maybe bodge this by applying a tag to a ticket then finding all of these tickets after say 1 year then matching it against user data but it's a lot more work.
Hello Nicola Bachelor,
Please note that you may do that either manually or via API, but not directly via triggers or automations in Support.
If you are doing it with an API, you would search for the channel in the "via" object.
Once you have detected which channel the ticket has, you can look for the requester id in the ticket and look up their profile and tag them using the Users API.
For more info:
Adding tags to users and organizations
Tickets API
Via object reference
Users API
Hope that helps!
Is it possible to add a tag based on a custom text field from the organization record?
I am trying to create a view based on a custom field on the organization record that is synced from Salesforce. The custom field is the organization’s account executive (AE). The AE’s need to see all their clients ’ opened tickets in one view. I am not sure how I can use tags since the AEs on the organization could change from time to time and when a change occurs, any opened tickets would end up with 2 tags on them.
Note: the custom field is a text field, and from it appears you can not create a tag based on a text field.
Any ideas would greatly be appreciated!
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