Using tags Follow

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5 comments

  • Avatar
    Derek Wile

    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

  • Avatar
    Matt Steffens

    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?

  • Avatar
    Haeli

    We are using tags and this system really helps us a lot in terms of categorization. Thanks ! 

    However, I have one minor problem. When we add tags manually, some agents make typos mistakenly. For those tags, I want to delete as it is causing a confusion since it appears automatically when agents try to type. Do you have resolution for this? 

     

     

  • Avatar
    Andrew J

    @Haeli - you may want to create a trigger that stops a ticket being solved if some common typos are present.  So this would be a simple trigger... if ticket is changed to solved... and tags include any of the following 'tyop, tpyo, yourtga, yortag, etc' > change status to open.

    You could have it open with a private comment 'Please check your tags - something looks wrong :)'

    I also have an automation that removes a ton of specific 'dumb tags'... like 'please' and 'computer' etc.

  • Avatar
    Charles

    Hello!

    We are using automatic tags based on the type of ticket category we are getting. This triggers some actions as well, etc.

    Is there a way to create a report WHO added the tag if they have been added manually by an agent?

    If not, within the ticket, if you look the EVENTS, how can I differentiate whether a tag is added by the agent or by the system?

     

    Thanks,
    Charles

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