Enabling and disabling ticket tags

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6 Comments

  • Dae Young Roh

    I have a question. I made sure to turn off the "Enable automatic ticket tagging," but it still creates tags from drop-down menus at the Contact Us form. Do you know how to turn this automatic tagging off? 

     

    Thank you. 

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  • Brett - Community Manager

    Hi Dae,

    Automatic ticket tagging will not account for drop-down field tags. Custom drop-down fields must have tags associated with their values which you can actually set on your own when creating these fields. Automatic ticket tagging will account for tickets that get tagged based on the content within the ticket.

    You can find more information in our Understanding tags and ticket fields article which I've attached.

    I hope this helps!

    1
  • Dae Young Roh

    Then, I'll ask you differently. How do I stop these tags created by the custom drop-down fields automatically adding tags in tickets? I set macros to delete these tags created by the custom drop-down fields, but they are still automatically created somehow. I also read the the article you recommended, but it does not answer my question. Thank you for your answer in advance. 

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  • Brett - Community Manager

    Hey Dae,

    The custom drop-down fields will continue to add these tags to these tickets. As long as those options are selected within the drop-down field the tag associated with that value will be applied to that ticket. Unfortunately using a macro to delete those tags will not work here since the drop-down field value is still selected in the ticket.

    As mentioned in our Understanding custom ticket fields in business rules and views article you must have a tag for each field option.

    Apologies for not being able to provide another alternative for you :-/

    I can certainly pass this feedback over to the appropriate team if the option of removing tags from drop-down fields is something you're interested in.

    Let me know!

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  • Mari-Liis

    Hi, 

    I have a question as well- does automatic ticket tagging apply also to talk and chat tickets? 

    Thank you in advance, 

    Mari 

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  • Brett - Community Manager

    Hi Mari-Liis,

    Automatic ticket tagging should work with any end-user created tickets. This would include Talk and Chat tickets as well.

    Let me know if you have any other questions.

    Cheers!

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