Adding tags to users and organizations

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22 Comments

  • Carsten Falborg
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    Is there an easy way of adding tags from the organisation to the end user under that org?
    I mark my organisations with what service agreements they have and what features of Zendesk they use - so when there are changes or things they need to know based on product or otherwise, i can pull a list of user with the correct tags (inherited from org) and feed them to ie. survey monkey or other systems through customer lists.

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  • Colin Piper
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    No. And this is where Customer Lists is weak. I would love to see customer lists updated to have filters based on org also.

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  • Carsten Falborg
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    Hi

    Are there anyway to add tags to an end-user through a macro, trigger or automation? We are back to customer lists and i need an easy way to add a tag to an end-user when talking with them on a ticket. Lets say they have a feature request and i want to use customer lists to get back to them when that feature is available. Adding the tag manually each time is troublesome and people can mistype the tag as well...

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  • Colin Piper
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    Carsten, the answer is "Possibly". Now before you get excited, it is not straightforward and I cannot give you all the details.

    You would need to use a http target to use the api to update the end-user record. I update tickets with private comments this way but never tried updating the user object. You would need to get hold of the ID of the user I suspect. 

    Hopefully one of the api experts will come along and confirm if this truly is possible. But if so then you can use a trigger to send a notification to the target.

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  • Carsten Falborg
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    Thx Colin.

    I have actually thought up a different way to achieve this:

    • Create a custom end user field (i've tested with a dropdown field containing yes and no)
    • Create a macro to add the tag to the ticket
    • Create a trigger or automation that looks for the tag on the ticket and sets the enduser drop down to yes.
    • Create a user list that checks for the correct value in the drop down box.

    Voila - Not at all an easy fix and somewhat inflexible since you have to create a drop down for each tag you want to be able to create a list for...

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  • Colin Piper
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    So simple - I love it!

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  • Alex Zlatkus
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    Is there a way to bulk tag users? Sorry this might have been answered but I do not have time to read all the answers :)

    Basically trying to add tags to new customers that will be coming into zendesk via the NPS survey csv upload. Do not know if I can add a fourth column to the CSV template inside the NPS page. Also for the customers inside the upload that are already users I would like to add tags on them but not create duplicate users. What is the best way for me to do this?

    Let me know,

    Thanks!

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  • Jessie Schutz
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    Hey Alex!

    We have a document on bulk import and updating users which you can find here, if you haven't seen it already. I think that should answer all of your questions regarding importing/updating via CSV.

    You also have the option to add/update users using our API if you have the resources and know-how.

    Please let me know if you have any other questions!

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  • Janine
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    Hi there.

    I was wondering if there's a way to auto-assign an organization based on the tag on a ticket?


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  • Jessie Schutz
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    Hey Janine!

    You can do this with a trigger, but it will only update the Org on the ticket. It won't update anything in the user profile, though.

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  • Nick
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    Is it possible to restrict a users view of tickets in an organization using tags?  Can you share instruction or alternative methods to accomplish this?

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  • Brad Ladwig
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    Hey Nick!  Currently the only options for end user ticket access is either to their own tickets where they are  either the requester or CC'd on the ticket OR access to all tickets in their organization.  There is no feature available to grant/restrict access based on user tags or any other method.

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  • Marrit
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    Hello,

    I would love to search within tags. Not only with the word a tag starts with.

    ACTION: Adding a tag starting with the word delete

    RESULT: Only find tags starting with "delete...." but not for example account_delete

    This makes it super hard for agents to work with tags, since they don't always now every tag by heart.

    Thanks!

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  • MARVIN DE LUNA
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    Hello,

    Is there a way we can identify who worked on a specific email? who replied on it?

     

    Please advise.

    Thanks!

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  • Melissa Lanning
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    How can tags be added if we are using Guide but not the Support function? All of our customer users are added via SSO. 

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  • Nicole - Community Manager
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    Hi Melissa -

    All user management is done within Support; Guide does not have a separate user management system. Can you tell us more about what you're trying to do?

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  • Melissa Lanning
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    Thanks for your reply, Nicole. We are trying to create more groups of users in order to assign more granular view permissions for Guide articles. All of our users are currently being created via SSO. Our Guide articles are mostly going to be accessed through the web widget directly from our product UI, via API calls. So far that the article accessing works fine, but we want to be able to limit the articles that a particular user or user group can view based on the subscriptions they have purchased for our product.
    When I try to use the Admin page to add groups or organizations, I am wondering if the tags can assigned to the user when they are created in SSO and have the tags populate through to the user in Zendesk.
    I hope this helps.

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  • Brett - Community Manager
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    Hey Melissa,

    You should be able to pass over user attributes from your SSO directory to the Zendesk user profile, although steps on how to set this up would vary depending on your SSO provider.

    I was able to track down a couple article that may be helpful for setting this up:

    I hope the above information helps :) 

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  • Melissa Lanning
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    It does help, thanks. I believe my SSO admin had already found some of this info in your docs, but I've shared them with him anyway. 

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  • Brett - Community Manager
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    Happy to help Melissa :)

    Let us know if you have any other questions!

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  • Laura Baughman
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    Is there a way to manually add a tag to a single User Profile even if there is no Ticket for that user?

    For example, when I click on a user, then select edit, there is a place to select Tags on the left side under Primary email, but there are no drop-down options with the Tags that are in our system.  I am the admin. Thanks.

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  • Devan - Community Manager
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    Hello Laura,

    There is indeed a way to add a tag to a single user despite that user having any tickets. I've broken down the steps below for you to attempt this on your own. 

    To enable user and organization tagging
    1. Click the Admin icon
    2. in the sidebar, then select Customers.
    3. In the section Tags on users and organizations, click Enabled.
    4. Click Save Tab.

    I've also gone ahead and linked the help article relevant to this process just in case you might have any other questions regarding user tags.

    Hope this helps and let us know if there is anything else we can clarify for you.

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