Understanding tags and ticket fields

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18 Comments

  • Matt Hoffman
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    Remember, conclusions to Help Center articles are important. Without them, you'll never be able to fully understand the weight of tag/ticket field interactions.

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  • Diego Bazin
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    Hello guys,

    I would like to know how the selection of a field option can add a ticket field on the user's request apparently thanks to tags but I don't understand how. 

    Many thanks!! 

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  • Terrence
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    @diego

     

    Sounds like there might be a little confusion. You can use a tag to set a ticket field from a trigger or an end-users profile.

    For example, if a ticket is submitted and a user has the tag "vip" on their profile, on submission this tag is added to the ticket. If a dropdown field option has a tag of "vip" then this field would be selected based on the presence of the tag from the users profile.

    Let me know if that makes sense!

    Terry 

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  • Ian Morgan
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    Can we populate a custom text box in organisation with a tag value. We are passing customer information from our CRM which creates a customers support expiry date as a tag. We would like to take the value of this tag and put it in a text box using a trigger. Is this possible?

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  • Brett - Community Manager
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    Hey Ian,

    You may be able to set this up using a trigger since Organizational Text Fields do show up as a trigger action. Screenshot for you below:

    That being said, if you want the text field to contain the exact value of the tag that is being applied then that could be trickier since there's no action to copy one field value over to another. 

    You may need to look into External Targets  or our API to accomplish exactly what you're looking for. 

    Hope this helps!

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  • Ian Morgan
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    Hey Brett

    Thank you for your reply. As you suspect I wanted to take the exact value of the tag. So for example the SugarCRM sends the expiry date 19_02_2019 which I would want to take and put in a 'Support Expiry Date' text box for our agent to be able to easily see whether the customer had current support cover. If it is due to expire the agent could advise them it was nearly due.

    I am not sure how the external targets would help as that appears to be sending out of Zendesk but the API might be the answer. Might be a little above my skill set but I'll see what can be done. 

    Many thanks

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  • Brett - Community Manager
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    Happy to have hopefully pointed you in the right direction Ian :)

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  • Maxime Allossery
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    Hi,

    I would like to know how I can change my tag whose have an accent for example the tag "tést" by "test", because I need to remove accent from some tags and i just can't add extra text, it must be the same word without accent.

    And it's because Zendesk doesn't allow us to make that, so is there a solution to by pass this ?

     

    Thanks

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  • Aja Wood
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    Hi, 

    is it possible to hide the tag field altogether?  I do not want to lose the tag functionality but, I would like to remove it from view agents who are working tickets. If that is not possible, is it possible to lock that field so that no one can manually enter tags?

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  • Matt Hoffman
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    @Aja - you're in luck! Check this out and you should be able to achieve what you're looking to do: https://support.zendesk.com/hc/en-us/articles/360001923688-Enabling-and-disabling-ticket-tags

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  • Jared Allenbrand
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    Shoot I missed this, 

     

    I am looking for a way to create a query/report where it relates time spent with ticket tags vs ticket numbers. 

     

    -Jared

     

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  • Devan - Community Manager
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    Hello Jared Allenbrand,

    Would you mind explaining what you are trying to report on with more detail? Are you looking for a report that displays average ticket time or something that shows the ticket time on each ticket?

    Best regards. 

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  • Ferdia De Paor
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    Hello,

    When you say

    "If you change the field option tag to tag that does exist on a ticket, the field will revert to a 'null' value until an update occurs. After an update, Zendesk Support re-reads the tags and will select the correct field option."

    What constitutes an update? what would be the best way to backfill lots of tickets that already have the tag that I want to use for my ticket field?

    Thanks,
    Ferdia

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  • Devan - Community Manager
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    Hello Ferdia De Paor,

    There are numerous ways a ticket update can be implemented in Zendesk Support, and the article listed below goes into more detail on this. Let us know if there is anything else we can assist with. 

    Updating and solving tickets

    Best regards. 

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  • Sirin Sezer
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    It would be nice to see these explanations in a video. It is difficult to understand the results just by reading.

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  • Nicole - Community Manager
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    Hi Sirin -

    We are working on producing more instructional video content. I'll share your comment with the team that makes those videos!

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  • Devan - Community Manager
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    On Wednesday, July 22nd, from 9:00am-11:00am CDT, we'll have a special team of experts on hand to answer your questions on Setting up Ticket Tags for Explore reporting in your Zendesk Support & Explore instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far
    • Any other context or relevant information 
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 22nd, so if you've got something you want our experts to look at, post it today!

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  • Jimmy Rufo
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    Does anyone know if we can create a custom field in a ticket where an agent can add a pre-defined tag (that would pre-populate when typing), or add a new tag as necessary?

    Basically, a replication of the "Tags" field, but renamed for specific tag utilization, and entry.

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