Adding tags to users and organizations Follow

team professional enterprise plans

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.

Note: Tags are not available on the Essential plan.

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.

Tags can also be used to restrict access to Help Center content (see Restricting access to knowledge base content and Restricting access to community content).

This article contains the following sections:

Enabling user and organization tagging

An administrator can enable user and organization tagging.

To enable user and organization tagging
  1. Click the Admin icon () in the sidebar, then select Customers.
  2. In the section Tags on users and organizations, click Enabled.
  3. Click Save Tab.
Note: If you want to add tags during a bulk import or via the Zendesk API, Remote Authentication, or SAML, you also must first enable this setting.

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 Support, 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.

Note: If you change a ticket's requester to another user, the original requester's tags are removed and the new requester's tags are added.

For information about adding tags during bulk imports, see Bulk importing users and organizations.

For information about working with user and organization tags via the Zendesk API, see REST API: Users and REST API: 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

  1. Click the Admin icon () in the sidebar, then select People.
  2. 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.

To remove tags from users and organizations
  1. Click the Admin icon () in the sidebar, then select People.
  2. Click the Tags link at the top.
  3. Locate the tag you want to remove and then click Remove.
  4. Confirm that you want to remove the tag and then click OK.
Note: Removing user and organization tags does not remove them from the tickets they have been added to. You can delete the tags from those tickets manually or just manage them out of your Zendesk Support as the tickets are closed.

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.

Note: If a customer uses organization tags and any of those tags overlap with tags associated with drop-down custom organization field selections, this can cause problems, such as business rules firing unexpectedly. For example, say an organization has the tag "test", and there's also a custom drop-down organization field with a value in the pick-list with a tag value of "test" and another of "other." If there's a trigger set to assign a created ticket to a group when a custom field selection is "other" but the requester is in the organization with the "test" tag, the trigger won't fire because the organization tag "test" will be applied instead of "other", as only a single tag associated with a drop-down field can be present on a ticket at any given time. For general information about custom organization fields, see Adding custom fields to organizations.

User and organization tag placeholders

User and organization tags are available as placeholders. They are properties of the User and Organization data objects and can therefore be referenced as user properties. For example:
{{ticket.requester.organization.tags}}
{{ticket.assignee.tags}}

For more information, see Zendesk Support placeholders reference.

Searching for user and organization tags

You can always search for tags using the tags keyword, as in this example:
tags:premium
This search returns the tag 'premium' wherever it's been used , including in ticket details and in the forums.
Using the type keyword, you can narrow your search results to tickets that contain the tag.
type:ticket tags:premium

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:

type:organization tags:premium
To search for user tags, you can do this:
type:user tags:beta_user
Have more questions? Submit a request

Comments

  • 0

    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!

  • 0

    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.

  • 0

    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!

  • 0

    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...

  • 0

    So simple - I love it!

  • 0

    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.

  • 0

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

  • 0

    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.

  • 0

    Hi there.

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


  • 0

    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...

Please sign in to leave a comment.

Powered by Zendesk