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45 Comments

  • Marrit

    Hello,

    I'm looking into non-automated ways to add tags to tickets.

    Why non-automated? Because people could reply on e-mails that we sent, with certain text in it. If I create a trigger to add a tag, because we think people write us about that subject, tickets get also tagged, if the text contains us writing about it and the user replying on that email with a total different question.

    Is there a possibility - or maybe an add-on - that prompts every ticket with the question to add certain tags?

    For us it would work this way: you are prompted to choose the main subject/category of that ticket to be added in. So for example different product groups, of different features of your product.

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  • Heather Rommel
    Community Moderator

    Hi Marrit ,

    From what you're describing, it sounds like you have Tags being added automatically to your ticket. Is that correct? We had an issue with that too and turned the auto-tagging off....

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  • Andrew J
    Community Moderator

    Hello Matt, if you turn off auto-tagging as Heather mentions, it will stop unexpected tags turning up.

    If you still want to add tags, an agent can add them manually, they will also be added if you use a custom dropdown field set up for this.  You can also use Macros to add tags for certain responses.

    And, although you say, non-automated, you can use triggers and automations (business rules) to add tags it required for specific situations you require - this can include responses only from an agent, only from the end user etc.

    Hope this helps :)

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  • Marrit

    Hello, I am not planning to turn of auto tagging. It's also a nice way for some of the tagging we use.

    What I mean to say is, that if we trigger on the text that a user sents, their email could be a reply to one of our marketing emails, and it will be sent in the body of the email of the user as well. It's not an email one of our agents wrote (I know how to filter on agent reply or requester reply).

    There are just some tags, that you wish to add to every ticket, but it needs the mind of a human to choose what those are. The thing I love to tackle: the fact that when you're working a ticket, you forget to manually add a tag > not all tickets will have the appropriate tag > the data reporting is not complete.

    Therefore, it would be great, before/at the moment of submitting a ticket as pending/solved etc, you will get a pop-up reminder/screen where you can choose between 'x' amount of tags that always should be added to a ticket.

    Does that make (more) sense?

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  • Brett Bowser
    Zendesk Community Team

    Hey Marrit,

    I appreciate the detailed explanation! I'd say Andrew and Heather are on the right track here. The product can't do exactly what you're looking for and I wasn't able to find a 3rd party integration that could accomplish this as well.

    The closest you could get would be to have your agents apply macros to a ticket so those tags get added. This would at least remove any human error since agents don't have to manually enter these tags.

    Perhaps others will be able to offer up an alternative solution for you.

    Cheers!

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  • Gasper Jubani

    Hey Marrit, the Tags field can not be set as a mandatory field, therefore your agents will not be forced to enter a value there. We overcame a similar issue to yours by creating a mandatory custom field, named it 'Reason' and added a drop-down list of all possible reasons. In this case the agents are forced to enter a reason for each ticket when they are about to solve it. In your case you might want to do something similar, create a mandatory custom field i.e. 'Tags2' and use this to add your needed extra tags.

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  • Daryl

    Hi,

    Is there published list of allowed characters in tags? In my testing there seems to be some inconsistent behavior across product areas. 

    For example, I can add tags with colons (:) in the ticket form as well as in the admin UI for custom drop-down field value tags. However, when importing a CSV file for custom drop-down fields, the colons in tags are converted to underscores.

    Also, minus (-) seems to be acceptable but plus (+) is not. In the custom drop-down import example, + characters are converted to underscores. In the ticket form, the + characters in tags are stripped out on save of the ticket.

    For additional context, my use case is specifying timezones for customers' business hours, e.g. tz_gmt-01_00_azores, tz_gmt+00_00_dublin, tz_gmt+01_00_amsterdam, etc.

    Related question: https://support.zendesk.com/hc/en-us/articles/360001829528/comments/360004328974

    Regards,

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Daryl,

    There is a set number of characters each Tag can contain, and there is no use of special characters in tags, which is explained in more detail in the article below. Let us know if there is anything else we can help with.

    Working with ticket tags

    Best regards. 

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  • Oleg Strelchuk

    Hello,

     

    We need to have tag with the name of the current agent. Is it possible to use the tag with {{current_user.first_name}} in the macro/actions? This is needed to store the name of agent prior to reassign to another. If not, maybe we can create custom field for that?

     

    Thanks in advance!

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  • Gail L
    Zendesk Community Team

    Hi Oleg,

    Tags are not dynamic the way placeholders are so you won't be able to use the placeholder to auto-fill an agents name as a tag. Depending on how many agents you have it would be possible to have personal versions of the macro for different agents (though I know that wouldn't scale well). It might be simpler though to @mention an agent on an internal note as part of the handoff process if there needs to be visible record on the ticket of who had previously worked on it.

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  • Elizabeth Azevedo

    Hello,

    I'd like to know how to add a tag trigger depending on the user's form text. In my case, we asked users in one of our forms "What country are you from?" and they must fill in that question with a country name. I now want to add a tag trigger for all users who put in, for example, Canada.

    Currently, I only see "Comment Text" if the comment text contains the words Canada.

    Is there a way for a trigger to be dependent on the form text?

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  • Andrew J
    Community Moderator

    Comment text also includes the ticket description when using a form - if this is what you mean, using the comment text will work. If you mean a custom form field, it might be easier to make a drop down Country selection field which will avoid the need for a trigger as this can automatically associate a tag with the selection.

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  • Heather Rommel
    Community Moderator

    I'd have to agree with Andrew. I suggest a dropdown field for What country are you from" which will automatically add a tag that you can configure as you add the dropdown!

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  • TS Agent 2 (Agus Harisman)

    Hi Team Zendesk,

     

    i dunno whethere this topic match with my problem or not, but i really need info and a hand.

    i have a partner with communicating by zendesk. unfortunately, when we reply the email (ticket) from that partner, the partner will send us email "customer survey" as new status.

    my question is can we put a side that email to certain view like view (spam) where that ticket will not effect our KPI such respond time?.


    Thank you

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  • Ben Van Iten
    Zendesk Community Team

    Hi Agus,

    Does this response thread into another ticket or is it a brand new ticket? Also, is the subject also the same on all of these emails? The answers to these two questions will hopefully help me come up with a solution.

    Thanks!

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