| Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus |
| Support | Team, Professional, or Enterprise |
Tags are words, or combinations of words, you can use to add more context to tickets and topics. You can apply tags to tickets, users, and organizations. For 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 these requests.
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 and use those tags to create custom workflows. Agents can add tags manually. Admins can also enable automatic ticket tagging to automatically add tags based on keywords in ticket descriptions.
- Add tags to the Transfer to agent step in your messaging bot to add those tags to your messaging tickets.
- Add tags to users and organizations. Tags that have been added to users and organizations are also automatically added to tickets.
- Search for tickets by tag.
- Use tags in your business rules (automations, macros, and triggers) to create custom workflows.
- Create views and reports by tags.
- Analyze tag use to understand support request trends.
Related topics:
20 comments
Danial Ishak
Hi,
Is there a way to update a tag only in one place, so that any open tickets with the tag will also be changed?
0
Jakub
Desgraciadamente, los datos disponibles en Explore están destinados a recoger la información con respecto a los tickets, si realizas un informe podrías ver cuantas veces una etiqueta ha sido asociada al ticket de esta organización:
Como alternativa, te recomiendo utilizar la API para buscar organizaciones:
https://talanahelp.zendesk.com/api/v2/search?query=type:organization%20tags:test
esto devolvería las organizaciones con la etiqueta "test"
0
francisca prueba
Hola!
Quisiera saber si es posible crear un informe en explore que me muestre la cantidad de organizaciones que tienen una etiqueta en específica, cabe destacar que esas organizaciones podrían no tener tickets
Gracias
0
Queeneth Ewona
I'm new to Zendesk and this whole thing about tags is very confusing to me.
I don't really understand what's the use of using tags, how to use tags and the benefits of using tags
Please can someone explain this to me in a simpler terms if possible with examples.
Thanks
0
Noly Maron Unson
Hi Siobhan,
You should be able to pull a list of the 20,000 most popular tags in the last 60 days using the List Tags API endpoint.
Hope this helps.
0
Siobhan Robson
Is there a way to export the list of tags, straight up in a plain text list or an .xlsx file or csv or something?
I can find the list of tags in our admin centre, that's fine, but they're split over multiple pages but I'd really like to have a way that I can see them all at once, filter and sort them so I can do admin and bookkeeping for them.
0
Gabriel Manlapig
There's no other way to create tags in Zendesk. You will need to add the tag to at least one ticket (either in the Support UI or via API) to create a new tags.
I can imagine, it would be incredibly helpful to be able to import / add tags without a ticket. I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
0
Ellie Clements
Hello
Is there a way to add tags onto Zendesk without having to add them to a ticket? So, can I just manually add a list of tags on the system which I can then populate on a end users account as and when required?
Thanks
0
Anne Ronalter
it is unfortunately not possible to make Tags required.
As a workaround, you could create a custom drop-down field that lists all the needed Tags and make that field required to solve the ticket.
To add a custom ticket field
Furthermore, using the Notification App or the third-party Agent Activity Tags App that allows configuring tags to be added to tickets that an agent updates could also be an option.
1
Jason Krueger
Hi,
Is it possible to make tags required?
Thanks.
0
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