Using tags Follow

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You can apply tags to tickets, users, and organizations (for information about tagging users and organizations see Adding tags to users and organizations). Tags are simply words, or combinations of words, you can use to add more context to tickets and topics.

As an example, you might want to tag all requests that are actually sales inquiries with a tag like 'sales' or 'about_sales'. You can then create a view or a report to track all these requests.

The article contains the following sections:

About tags

Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow. Here are the ways you can create and use tags:
  • Add tags to tickets, either manually or automatically (via business rules, for instance), and use those tags to create custom workflows.
  • Add tags to user and organizations (see Adding tags to users and organizations).
  • Browse tickets by tag.
  • Use tags in your business rules (automations, macros, and triggers) to create custom workflows.
  • Create views and reports by tags.
  • Follow RSS feeds for tags.
  • Quickly assess tag use to understand support request trends using the top 100 tag cloud.

Tags can be added to tickets automatically based on keywords in ticket descriptions that match existing tags already used. Tags that have been added to users and organizations are also automatically added to tickets. You can also create business rules to add tags to tickets and agents can add them manually. For more information on the relationship between tags and ticket fields see, Understanding tags and ticket fields.

Community tip! Andrew J shares his advice on using tags to track agents' work. Check out his tip in the community forum.

To learn more, read the following article or watch these short videos.

Using Tags (1:01)
Managing Tags (01:01)

Automatic ticket tagging

When you enable automatic ticket tagging (see Setting tagging options), Zendesk Support scans new incoming ticket descriptions looking for words longer than two characters and then compares those words to the tags that have already been used. The top three matches are added to the ticket. You can then use those tags in your business rules to, for example, automatically route tickets to specific groups or agents.

Keep in mind that if you inadvertently add tags for high frequency words such as 'and' and 'the' these words will generate tags in your tickets, which will make automatic tagging a much less useful tool. To manage this, avoid creating tags for these types of words or delete them if you've already created them (see Deleting tags).

Tags are only added to tickets that come from end-users via the ticket channels. Tags will not be added if an agent submits a ticket from within your Zendesk.

Setting tagging options

Automatic tagging is enabled by default, but you can disable automatic tagging if you'd like (see Understanding automatic tagging above).

To disable/enable automatic ticket tagging
  1. Click the Admin icon () in the sidebar, then select Tickets.
  2. In the Tags section of the settings tab, deselect the Enable automatic ticket tagging option.
  3. Click Save Changes.

If you disable automatic tagging, you can still add tags manually.

You can also turn off manual tagging (the tags input field will not be displayed on the new ticket screen). You might do this if you rely solely on automatic tagging or if you simply don't use tags.

To disable/enable manual ticket tagging
  1. Click the Admin icon () in the sidebar, then select Tickets.
  2. In the Tags section of the settings tab, deselect the Enable tags on tickets option.
  3. Click Save Changes.

The existing tags, if any, that were applied to tickets will remain; you'll just be unable to add any new tags.

Manually adding tags to tickets

Agents can manually add tags to tickets. Depending on how you've set up your support workflow, you may want agents to add tags to provide more context for the request so that tickets can be viewed and tracked and perhaps acted on by your business rules.

As your tag set grows, admins can view a tag cloud of top 100 most active tags.

To view the top 100 tag cloud
  • Click the Admin icon () in the sidebar, then select Tags.

Zendesk Support also displays your tags when entering them into tickets and forum articles, as shown here:

As you type into the tag field, auto complete displays tags beginning with the same word or characters.

Note: You can't use special characters, such as #, @, or ! in tags. If you try to add tags with these characters, they disappear when the ticket is updated.
To manually add tags to a ticket
  1. Create or edit a ticket.
  2. Enter new tags into the tag field as needed. Enter a space after each tag.

    You can create a tag with more than one word, but the words must be connected with an underscore.

    Note: There's no limit on the number of tags that can be added to a ticket; however, there is a limit on the total number of characters allowed in the Tags field. This field supports up to 1000 characters. After you reach this limit, you will no longer be able to add more tags. None of your existing tags will be automatically removed.
  3. Click Submit to create or update the ticket.
    Note: It takes up to 24 hours for tags to appear in the tag cloud and for the tag autofill feature to take effect.

Deleting tags

You can edit tickets to manually delete tags. If you want to remove tags that have been applied to many tickets, you can do this in a batch operation.

To delete a tag from all open tickets
  1. Click the Admin icon () in the sidebar, then select Tags.
  2. Click the tag that you want to delete.
  3. At the bottom of the tag activity detail screen, click Remove tag [tag name] from all topics and open tickets.
  4. Click OK to confirm that you want to proceed.

Tags cannot be deleted from closed tickets, which also means that a tag you deleted may still appear in the tag cloud until the closed tickets that contain the tag are retired out of the list. Also, deleting tags does not remove references to them in automations, macros, and triggers.

Note: The tag cloud displays the 100 most used tags during the past two months. This means that your less actively used tags will not be displayed in the top 100 tag cloud. If you want to delete these tags, you can search for the tags (see Searching for tickets by tag) and delete them manually from the tickets and topics that you have access to.

Analyzing tag activity

Zendesk Support provides you with a view into the tags that have been applied to your tickets. You can view a top 100 tag cloud of the most active tags over the last two months. This list is updated once a day.

To view the top 100 tag cloud
  • Click the Admin icon () in the sidebar, then select Tags.

You can click a tag in the cloud to display the list of tickets that it has been added to. You can also view all the forum topics that the tag has been used in.

Creating views based on tags and tag sets

You can add tags as conditions in views, which enables you to quickly view all tickets that contain specific tags.

To create views by tags
  1. Click the Admin icon () in the sidebar, then select Views.
  2. Select the tags condition.
  3. Choose the condition operator Contains at least one of the following.
  4. Enter one or more tags (separated with a space).
  5. Add any other conditions that you'd like (for example, adding a condition for open tickets).
  6. Set the view formatting options as needed.
  7. Click Add View.

Your new view is listed in the Views menu in Zendesk Support.

Searching for tickets by tags

You can search for tags contained in tickets and forum articles. Using the search box, enter the name of the tag and the search results will display all the tickets and forum articles that contain the tag.

You can further improve your search results for tags by using property keywords in your searches. For tags, the property keyword is called ‘tags’ and is used like this:
tags:installation
Your search results will contain only occurrences of the word ‘installation’ when used as a tag.
Note: When searching for tags, you must use the exact tag string or your search will fail. For example. if you've got a multi-word tag called about_sales a search for sales will not return this tag. You need to search for the exact string:
tags:about_sales

Using tags in macros, triggers, and automations

Adding tags to your tickets gives you even more flexibility to track, manage, and interact with your tickets. They can be used to attach additional data to your tickets, which you can then use in your automations, macros, and triggers.

As an example, let's look at how a tag can be used in a trigger. If you use email subdomains, you may have set up a subdomain to track the tickets that are generated through responses to your newsletter. You can set up a trigger to check for the origin of the ticket using the Ticket received at condition, as shown here:

You can then add an action that adds a tag to the ticket, as shown here:

You can then use this tag to create a view that shows you all the tickets that have been created from newsletter responses. You can also use the tag as a condition or an action in some other automation, macro, or trigger. For example you might want to exclude this tag for some reason when you're defining the selection of tickets you want to be acted on by a trigger, as shown here:

Drop-down custom fields also create ticket tags and they can also be used in automations, macros, and triggers as well. See Build custom workflows with tags for an example of how custom field tags can be used in a trigger.

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Comments

  • 0

    Hello,

    We have an app which has two separate forms on two separate pages which the user can submit on in the app, one is for sales tickets and the other is for support tickets.

    What would be the best way to separate those tickets as they come in so they are marked either sales or support? Is there any auto tagging that can be done behind the scenes or can we attach separate email addresses behind the scenes to each form?

    I both a support and sales email set up and ready to go if that's the best option.

    Thanks for any insight you can provide.

    Cheers!

    Derek

  • 0

    So we are about to place a webform from one of your supported third party partners, FormCraft, on our website. Currently when someone fills out the form it creates a ticket in Zendesk and some of the fields from the form are populated in the tags section, which is great. However, I would like to have a way to track how many web form submissions we are receiving vs other channels that we support (such as direct email submission to our support address, live chat tickets, phone tickets, etc) Is the use of tags the best way for this? If yes, is there a way for me to have all submissions from this FormCraft form to be automatically tagged as "web_form" in the tags section of the ticket it creates? I can manually add it in to every ticket but that is not ideal.

    And lastly, i didn't see a way to actually "add tags" from the tags tab under the settings. it simply listed my most used tags. Does that mean if i want to create a new tag that i simply have to manually add it to any ticket and it will become an option for future use?

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