Adding tags to users and organizations

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36 Comments

  • pstrauss

    Is there a way to add a USER tag via Trigger? It seems that any tag I attempt to add using a Trigger ends up on the ticket level.

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  • Chris Bulin
    Community Moderator

    Hi pstrauss You can find a list of available Trigger conditions and actions here https://support.zendesk.com/hc/en-us/articles/115015611647-Trigger-conditions-and-actions-reference At this time you can't add a tag to a user from a trigger.

    That being said, you can create a custom user field and set that via trigger. That will then automatically add the tag at the user level.

    Hope that helps!

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  • Tom Cunningham

    Is there a way to search the tags under Admin>People>Tags? We have a good number of user tags on our account.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Tom,

    Natively there is no search feature that will let you page through tags as you described. I shared some documentation below that covers some best practices in managing ticket tags in your account. Also, if this is a feature you would like added, I would recommend posting in our Product Feedback forums so our developers can consider implementing this change in a future update.  

    Managing ticket tags

    Best regards.

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  • Michael

    Our customers are split up into Support Tiers based on contract.  Initially when we setup Zendesk, we tagged these Organizations with the support tier - "enterprise" for example. 

    As we progressed the system, we now see a need to tie these tags to Jira for our Product Managers via the Jira application.  We are able to pass these tags if they are tagged with "jira_" for instance "jira_enterprise". 

    I'm wondering what the best way to replace the tag "enterprise" with "jira_enterprise" would be.  We have thousands of orgs to update (with 6 different support tiers), so manually isn't really a great option.  These orgs carry other tags as well, which I'm fairly confident a CSV import would remove.

    Hoping someone has a solution for this!

     

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  • Heather Rommel
    Community Moderator

    Hi Michael,

    I would do an export of your Organizations with their current tags and do a search and replace and reupload.  You're right it will overwrite what's there, so make sure your upload keeps the other existing tags in place on that org!

    Definitely test this out with a small sample to tweak as needed.

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