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33 Comments

  • Derek Wile
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    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

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  • Matt Steffens
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    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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  • Haeli
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    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? 

     

     

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  • Andrew J
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    @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.

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  • Charles
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    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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  • John Featherby
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    Anton, can you use tags in Zendesk Guide at all?

    In my particular case, I'd like to include some case studies - one per individual article. I need to attach them (or link them in) because we use Google Docs for co-authoring and collaboration, so. Although some are interested in moving that process to Confluence.

    Each case study follows a template covering issues like strategy, people etc. With not every case study being the same I'd like to be able to tag each article (with a link to the study) with the sections of the Case Study actually used.

    So Acme Inc. could have #strategy #people #innovation whereas Acme Global could have #people #space.

    So, that way users could filter through to the case studies containing that particular information.

    The work around I am using at the moment is to put a table in each article with the discipline covered kind of ticked off to show it's included in the attached case study. But that's not ideal.

    Thanks,

    John

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  • Jennifer Rowe
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    Hi John,

    You can use labels in Guide and they work sort of like tags.

    Maybe that will do what you need.

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  • Karen Stephen
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  • Marrit
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    Does Automatic ticket tagging work for all languages? 
    Since most of our tickets are in Dutch (and this is not supported by the Answer bot) I am wondering if this would work for tickets mostly in Dutch :-)

    Thanks in advance!

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  • Robert DiFrancesco
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    How do I indicate 'exclusion' for tags?

    Tag<>closed_by_merge   For example, I am doing a manual search:

    Status<solved :  The search results yield a couple/three "merged" tickets which are closed and should not be included in the result set to begin with.

    However, I attempt: Status<solved tags<>closed_by_merge.  

    I am attempting to excluded those couple/three merge-tickets however I cannot figure it out.  Actually no results occur ??

     

    Thank you,

    Bob

     

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  • Graeme Carmichael
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    Bob

    Try -Tags:closed_by_merge

    So the minus sign before 'tags:' indicates to exclude tickets with the noted tag. 

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  • Robert DiFrancesco
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    Negative.

    Status<Solved -Tags:Closed_by_merge still yields merge-tickets in the result set which affect the "count."  It would be great if this worked as is logically sounds ..

    1-attachment.

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  • Graeme Carmichael
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    Robert

    Sorry about that. I cannot see what is causing the problem. It seems to work for me. Here is the extract from the documentation:

    Minus sign. Excludes items containing a word (or property value) from the search results. For example, the following statement searches for any tickets with the status 'pending', but excludes any tickets containing the tag 'invoice' from the search results:

    status:pending -tags:invoice 

    I hope someone can help.

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  • Robinson Dantas
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    Hi all,

    I'm redefining the tags and I need to delete/update tags for closed tickets. What is the process to do so?

    Many thanks,
    Robinson Dantas

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  • Erin Skovmand
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    Are tags customer-facing? Can my customers see tags, or just my agents?

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  • Cindy O'Leary
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    If I do not check the box next "can edit ticket tags" when setting up the a role will tags still get added when the agent uses a macro that was created by admin?

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  • Milo Convery
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    Hi there,

    I was wondering if it was possible to pre-define tags that agents can chose from to add to tickets? We will have a large amount of agents working on tickets with numerous different categories/sub-categories. I want to use tagging for reporting to add even more detail, however once people start to miss-spell tags it all goes out the window. 

    I saw the option to add an automation with variations of words spelled incorrectly, however that is unfeasable for the amount of tags we would like to include!

     

    Thanks, Milo 

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  • Karen Stephen
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    Hi Milo Convery

    You can check out the Tag Locker app.  We use that all the time and it is awesome.  Good luck!

     

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  • Ricardo Ibarra
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    Hi!

    My company is about to have 2 products for a different kind of market, is there any way that we could validate the active product of the customer from or database and assign a tag via API?

    Regards.

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  • Sandi
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    Hi!

     

    I am trying to run a report to see what tags were used or the top 5 tags used per week.  Is there a way to do so?

     

    Thanks!

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  • Graeme Carmichael
    Comment actions Permalink

    Sandi

    To find the most used tags:

    WHAT:

    • # Tickets

    HOW

    • Ticket Tag

    FILTER

    • Week (Mon-Sun) /Year (Ticket Created) is the last XX weeks

    Will give you the most used tags over the selected date created range. You can then order by # Tickets to display the most common tags at the top.

    To analyse by week, add Week (Mon-Sun) /Year (Ticket Created) to the HOW section.

    To only display the top 5, add a ranking filter in the second filter position.

    This will give the top 5 over the whole date range, broken down by week. So you may find some weeks do not have tags used and so will only display 4 tags.

     

     

     

     

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  • Filip Šanca
    Comment actions Permalink

    Hi,

    the guide explains how to attach tags to tickets. But how do I create the tag?

    Thanks,

    Filip

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  • Nicole - Community Manager
    Comment actions Permalink

    Hey Filip -

    Here's the info you're looking for: Working with tags

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  • Angeli Ho
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    I do not want agents to add tags.  How can I hide the tag field from the ticket form?

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  • Andrew J
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    Angeli, assuming you are on a plan that had access to apps, there is an app called something like 'hidden fields' that will allow you to hide specific fields from view. Let me know if you can't find it.

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  • Brett - Community Manager
    Comment actions Permalink

    Thanks for jumping in Andrew!

    Angeli here's a direct link to the app that Andrew is referencing: Hide Ticket Fields

    Additionally, if you're on the Enterprise plan you can edit the agents role and disable the edit ticket tags option as shown in the screenshot below:

     

    You can find this option under Admin>Manage>People>Roles>Edit Role.

    Let us know if you have any other questions!

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  • Gasper Jubani
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    Dears,

    I have enabled auto-tagging on my account because I need end users to be able to set tags on their tickets.

    When end users are using the formats: @**** and #**** none of this is working to capture tags from the email body.

    Is there another special character that end users need to use apart from '@" and '#" for the tag to be recognized in Zendesk? Or is this not possible at all?

    Thanks, Gasper

     

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  • Sebastiaan Wijchers
    Comment actions Permalink

    Hello Gasper,

    The end-user shouldn't use @<tagname> or #<tagname>, just the name of the tag should work!

    With kind regards,

    Sebastiaan
    Sparkly ⭐

    P.S.
    So keep in mind your tags shouldn't be too generic like 'good' or 'bad', because that might tag tickets by accident and trigger logic that shouldn't be applied.

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  • Gasper Jubani
    Comment actions Permalink

    Thanks Sebastiaan for chiming in and the info.

    I am trying to build a process where when an end-user adds a predefined tag to their email certain triggers and automations will be activated. We only use Zendesk for internal support, not customer facing. The issue I am having now is that these tags are unique and because my tag cloud is filled with older tags they do not get captured. So I was looking for a way for the end users to force the tag being created by using the wildcards above. This is also not working. Guess have to look for other ways as the old tags are not easy to be deleted, specially if they are on closed tickets they will still remain on the tag cloud.

    Thank you,

    Gasper

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  • Graeme Carmichael
    Comment actions Permalink

    Gasper

    I am not sure if this is a terminology issue and just wanted to ensure I am not missing something.

    If you can coach end users to include predefined text in their email, you can fire a trigger based on that text.

     

    So for example, the user could say #EscalateMe in the body of the email. The trigger looks for this text and then increases the priority of the ticket.

     

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