Adding tags to users and organizations Follow

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13 comments

  • Avatar
    Carsten Falborg

    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.

  • Avatar
    Colin Piper

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

  • Avatar
    Carsten Falborg

    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...

  • Avatar
    Colin Piper

    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.

  • Avatar
    Carsten Falborg

    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...

  • Avatar
    Colin Piper

    So simple - I love it!

  • Avatar
    Alex Zlatkus

    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!

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    Janine

    Hi there.

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


  • Avatar
    Jessie Schutz

    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

    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?

  • Avatar
    Brad Ladwig

    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.

  • Avatar
    Marrit

    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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