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.