Using tags

You can apply tags to tickets, forum topics, 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.

Note: You can create tags with more than one word but the words must be connected with an underscore, as shown above.
Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow. Here are the ways you can use tags:
  • Add tags to tickets, either manually or automatically, 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.
Note: It takes up to 24 hours for tags to appear in the tag cloud and for the tag autofill feature to take effect.

Tags can be added to tickets automatically based on keywords in ticket descriptions that match existing tags already used in your Zendesk. 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.

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.

You can also watch these short videos.

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

Automatic ticket tagging

When you enable automatic ticket tagging (see Setting tagging options), Zendesk 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 in your Zendesk. 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.
    Zendesk Classic: Select the Settings menu, 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.
    Zendesk Classic: Select the Settings menu, 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 and forum topics

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 list of top 100 most active tags.

To view the top 100 tag cloud
  • Click the Admin icon () in the sidebar, then select Tags.
    Zendesk Classic: Select the Manage menu, then select Tags.

Zendesk 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.

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.
  3. Click Submit to create or update the ticket.
    Zendesk Classic: Click Add Ticket (if creating a ticket) or Update Ticket (if editing a ticket).

It's the same procedure for adding tags to forum topics; enter them and then add or update the topic.

Deleting tags

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

To delete a tag from all open tickets and forum topics
  1. Click the Admin icon () in the sidebar, then select Tags.
    Zendesk Classic: Select the Manage menu, then select Tags.
  2. Click the tag that you want to delete.
  3. On 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 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.
    Zendesk Classic: Select the Manage menu, 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.
    Zendesk Classic: Select the Manage menu, 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.

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 in the Zendesk forums for an example of how custom field tags can be used in a trigger.

Have more questions? Submit a request

Comments

  • Avatar
    Danna

    When creating a macro what is the difference between add tag & set tag?

  • Avatar
    Anton de Young

    Adding tags means that the tag(s) will be added to the existing list of tags (if there are any). The set tag action replaces the current tags. 

     

  • Avatar
    Reneé Lasswell

    I understand that "tags" on Forum Topics would act like a "keyword" setting and allow searches of that "tag" to pull that topic as a potentially correct result.

     

    I tried this by adding the word "fluffy" as a Tag to one of my topics and then by searching on "fluffy". It came back with no results.

    Am I trying to use this feature incorrectly, or is it not intended to work the way I'm expecting it to?  

     

    I love the idea of being able to use Tags as Keywords to weight topics as search results.

  • Avatar
    Sarah Manley

    Anton - "The set tag action replaces the current tags. " -- you mean if there are already other tags on the ticket these replace it? I still don't fully understand the difference there.

  • Avatar
    Joy Carletti

    Sarah - That's correct.  "Set tags" will remove all previous tags and set new ones, "add tags" will add tags to the ones already on the ticket. 

  • Avatar
    Anton de Young

    Reneé

    Your understanding of this is correct. You just need to wait a few minutes so that the new tag(s) are indexed for search. 

  • Avatar
    Wendy

    For some reason this isn't happening for me: "Zendesk also displays your tags when entering them into tickets and forum articles, as shown here:"

    Any idea why?

  • Avatar
    Anton de Young

    Wendy, 

    That works when adding tags to tickets and forum posts. Is that not working for you? It suggest tags based on the characters you enter. Do you already have other tags in your help desk? 

  • Avatar
    Wendy

    Hi Anton - it's working now. I was having issues with tag suggestions. :) Thanks for checking up though!

  • Avatar
    Николай Юдин

    Is it possible to use non-english tags? I'm checking if I can use Zendesk with Russian language (Cyrilic). Search works with cyrilic, but tags can not be saved.

  • Avatar
    Andrew Mills

    It would be mighty fine if Zendesk could build in a little more control over th eautotagging... it is really Neandethal...

    I have tags like 'Please' and even 'that' turning up.  What possible value these are operationally I havent a clue!

    I guess I could make an automation to REMOVE dumb tags by specifying them all... thats a thought... but really!?? :-(

    Also I suppose we could process users tickets in order of how good their grammar is and how polite they are! lol.

     

     

     

     

     

  • Avatar
    Garon Davis

    Is it possible to search for the lack of a tag?  i.e I want to search for all my articles that are not tagged with 60 (our version number for articles)

    Also I would love to see a list of KBs that have no tags on them at all to make sure we are tagging everything.

  • Avatar
    Julie Saliba

    Is there a way to add a tag cloud to the KB of my forum posts based on their tags?

  • Avatar
    PR

    Hi guys,

    About bulk-tagging: I just set new tags that I need in specific tickets. However, I had to create a specifi View to find me the older ones where I also need to add this tag.

    I tried running an automation to fix this (add the new tag that I need) but probably didn't work due to criteria (still checking).

    In any case, my View allows me to access the 200+ tickets I need to tag. My question is: if I select all tickets (page by page) and scroll down to bulk-set the tag, will this add or replace ("set")?

    Thanks in advance!

  • Avatar
    Andrew Mills

    Biggest issues with tagging are;

    1) Lack of control over tags (ie. with autotagging enabled I still get tags like 'new', 'please', 'help', 'then' :-S)

    2) Cannot change tags on closed tickets, so a mis-tagged ticket stays mistagged, and you cannot add new tags to include them in a new or changed view etc.

  • Avatar
    stephanhov

    I'm with Julie, I'd love to get a tag cloud widget on a per-forum basis. For example, one of my forums is an ideas/suggestions forum for our CMS framework, and we're making sure the posts are tagged with the parts of the framework the suggestion affects. Having a tag cloud would be a great way to see (for agents & users alike) where the needs are, and where we should be focusing our efforts.

  • Avatar
    Peter Sterkenburg

    Question: we are looking at a cleanup of our Trustpilot set-up and want to introduce some things internally to help us get better stats. For that reason I would love to know whether it is possible to delete all tags in one fell swoop to be able to start with a clean slate?

  • Avatar
    Anton de Young

    To answer Nikolai's question about non-English tags. Yes,  you can add tags in languages other than English. 

  • Avatar
    Justin Hill

    Our system sends emails to our users notifying them that they have been denied.  Occasionally they will respond.  When they do, a zendesk ticket it created.  Great!  Is there a way we can structure our original emails so that when they reply to them the resulting ticket will be auto tagged with certain things... like the name of our staff person who denied them originally (denied_by_john), the job id in our system that was denied (job_1234),  etc.   

    One thing I noticed I could do was use the API to generate the ticket every time we send a denial.  Two questions about that 1) will zendesk send the denial email to our user when the ticket is created and can we customize it so that it appears more like a 'you've been denied' message rather than a 'ticket has been created' message.  2) what would we do with the 80% of the tickets that we created that never got responded to?  They'd be filling up our queue unnecessarily.  We'd just want to see the ones that had been responded to.  Would we create them with a status of 'resolved' and if so would the system reopen them if the user replied?

  • Avatar
    Rachel

    So if tags can't be removed from closed tickets, is there any way to remove erroneous tags from our system once they've been entered and the tickets are closed?

  • Avatar
    Erin Sherman

    I have a question similar to Rachel's.

    We are looking at cleaning up our tagging system and organizing it better, but we don't want to loose all of our current data. Is it possible to just "Update" the tag name? Or if I delete a tag, will this delete the option to search and run reports off of it?

  • Avatar
    Ben

    Rachel & Erin,

    Unfortunately once a ticket has entered a Closed status it cannot be modified in any way including the removal or modification of erroneous tags. This means that should you update or delete the tag name on any business rules that the change will only affect new tickets and not those in a Closed status. I know this can affect reporting so you may need to seek out external solutions via an export of ticket data and adjust for these erroneously tagged tickets. Since tags so permanently affect reporting we recommend as a best practice that they be chosen carefully with the idea that they will never be deleted. Additionally, I have seen some customers increase the amount of time it takes for a ticket to go from Solved to Closed to allow for the maximum interval of time (28 days) for retroactive tag changes to avoid reporting scenarios like this. You can do this by going to Manage > Automations > and click Edit next to "Close ticket 4 days after status is set to solved". Just remember to take this 28 day window into account in any reporting on Solved or Closed tickets.

  • Avatar
    Sarah Manley

    Do you have any suggestions/best practices for tagging, especially related to general categories and sub-categories. So for example, we want to know in general how many people contact us about account issues, but also want to know how many people want to close their account. So should we use two tags then, one "account_issues" and another "close_account" ? And then can we filter by account issues, and see of those tickets how many also have "close_account" vs maybe "update account"? 

    Is this at all possible yet? Or is it possible in good data? I would love to be able to tell what tags show up together (so if there is a tag of bug report, what other tag is also put on the same ticket). Thanks!

  • Avatar
    Christina Schierling

    Hi Sarah,

    If you would like to access information regarding how many times those issues come up, you will definitely want to use separate tags for each issue. You can do this with a user-facing custom field, an agent field, or manually.

    Drop-down custom ticket fields are especially useful for this purpose.

    Once the tags are added to your tickets, you can use them when creating views, triggers, automations, and running reports.

    One example of the criteria you could use to select these tickets is:

    [Tags] [Contains at least one of the following] [account_issues]

    I invite you to visit the links below for more info on these topics:

    Tags:  https://support.zendesk.com/entries/20011393-using-tags

    Custom ticket fields:  https://support.zendesk.com/entries/20611326-adding-and-using-custom-ticket-fields

    Views:  https://support.zendesk.com/entries/20103667-using-views-to-manage-ticket-workflow

    Reporting:  https://support.zendesk.com/entries/20116851-using-reports-to-monitor-ticket-activity-and-agent-performance

    Please let us know if you need any help configuring your settings by emailing us at:  support@zendesk.com

  • Avatar
    Sarah Manley

    Thank you. Another question - is there a way to see all tags EVER used? Not just the 100 most recently popular?

  • Avatar
    Grant Ricker

    Hi, 

    Is there a limit on the number of tags you can set against a ticker or a user?

    Thanks 

  • Avatar
    Elyse Kanagaratnam

    @Sarah - Unfortunately, there is no way to pull a list of all tags ever used within your account. Tags have almost no restrictions, so any agent can tag a ticket with anything they want. All Zendesk can do is compile the similarities.

    If there's a specific use case where you would need this functionality, consider letting us know at support@zendesk.com. We may be able to find you a workaround.

    @Grant - No, there is no limit. Go nuts. :)

  • Avatar
    Cheryl Wetherington

    Because the Lotus desk is not quite up to the level of JIRA integration we need, we decided to tag all appropriate tickets with the JIRA issue number. That way, we could search the JIRA issue number, and have a list of all customers who reported the issue, and easily notify them of the fix. However, I was able to enter the first issue, and now all subsequent tags I try to enter with different JIRA issue numbers reverts back to the original issue number. Our issues are set up as: VP-111. Is there a problem with the "-" or is there something else missing?

  • Avatar
    Grant Ricker

    It appears there is a limit to the number of tags? I just got an error message saying "Cannot save ticket. Current_tags is too long (maximun is 1023 characters)"

    Thoughts?

  • Avatar
    Andrew Mills

    It sounds like this is refering to the length of the tag.  Or possibly to the current tags on the ticket.  I would open a support request I think.

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