Tags can be added to users and organizations and these tags can then be used in business rules to manage the ticket workflow and to restrict access to Help Center content.
Tagging users and organizations provides you with a way to add more data about each and then act on that data. For example, you can tag an organization or a user and then add the tag to a trigger to escalate the ticket to a specific support group.
A user's tags, and the tags of the organization to which they belong, are added to their tickets. In other words, if a user is tagged with manager and belongs to an organization tagged with premium, all the user's tickets will contain both of those tags.
You can add tags manually when adding or editing users and organizations, during a bulk import, via the Zendesk API, and via enterprise single sign-on (JWT and SAML). Agents and administrators can add tags to users, but only administrators can add tags to organizations.
User and organization tags can be used in business rules and they can be referenced as placeholders and as data in Liquid markup code.
This article contains the following sections:
Enabling user and organization tagging
An administrator can enable user and organization tagging for your Zendesk.
Adding tags to users and organizations
Tags can be added when manually adding or editing users and organizations, when bulk importing user and organization data, and via the Zendesk API, Remote Authentication, and SAML.
In your Zendesk, you add tags in the user's profile page and in the organization settings page. After signing in, users can view all tags associated with their profile by accessing the Help Center source code.
The user and organization tags are added to new tickets submitted after this feature has been enabled, not retroactively to a user's existing tickets. Also, these tags are only added when tickets are created, not when they're updated.
For information about adding tags during bulk imports, see Bulk importing users and organizations.
Managing user and organization tags
You can view all of your user and organization tags, along with the details of how the tags are being used, and you can also remove tags from all the users and organizations to which they have been added.
To view user and organization tags
- Click the Admin icon () in the sidebar, then select People.
- Click the Tags link at the top.
On this page you can see all the tags and how many times they've been added to users and organizations. You can also remove the tags from all the users and organizations to which the tags have been added. This page only displays user and organization tags, not the other tags that were added to tickets
User and organization tags in business rules
Since a user's tags (including their organization's tags) are added to their tickets, you can use these tags in business rules to automatically make changes to the ticket. For example, based on a user or organization tag, you can automatically assign tickets to a specific group, as in the following example.
These tags can of course be used in any business rules (automations, macros, triggers, and views) as well as reports.
User and organization tag placeholders
For more information, see Zendesk data object (placeholders) reference.
Searching for user and organization tags
tags:premiumThis search returns the tag 'premium' wherever it's been used in your Zendesk, including in ticket details and in the forums.
A search like this returns all tags (not just user or organization tags). There's currently no way to search for user and organization tags within a ticket separate from other tags that have been added to the ticket (via custom fields, auto tagging, business rules, or manually by an agent). You can of course create a user and organization tag naming scheme (for example, user_tag and org_tag) and then search for those.
However, since tags is also a property of both the User and Organization data objects, you can narrow your search results to just those objects by using the type keyword.
To search for organization tags, you can use a search statement like this: