Tags are words, or combinations of words, you can use to add more context to tickets and topics (see About tags). This article describes how agents can add or delete tags in tickets, create views based on ticket tags, and search for tickets by tags.
This article contains the following sections:
Related topics:
Adding tags to tickets
Agents can manually add tags to tickets. Depending on your support workflow, you might want to add tags to provide more context for the request so that tickets can be viewed and tracked, or processed by your account's business rules.
- Create or edit a ticket.
- Enter new tags into the Tags field as needed. Enter a space after each tag. As you type the tag, note the following:
- If a tag you are typing does not exist, it will be automatically created when you hit enter.
- If the tag you are typing already exists, autocomplete displays tags containing words with the same prefix. For example, if you begin typing
cust
, the tagsvip_customer
andcustomer_feedback
will show up; however,locust_street
will not. - You can't use special characters, such as #, @, or ! in tags. If you try to add tags with these characters, they disappear when the ticket is updated. You can use only alphanumeric, dash, underscore, and the forward slash / characters.
- Zendesk supports UTF-8 (Unicode). All languages supported by Zendesk can be added to tags.
- You can create a tag with more than one word, but the words must be connected with an underscore.
- There's no limit on the number of tags that can be added to a ticket; however, there is a limit on the total number of characters allowed in the Tags field. This field supports up to 5096 characters. After you reach this limit, you will no longer be able to add more tags. None of your existing tags will be automatically removed.
- Click Submit to create or update the ticket.
Note: It takes up to 24 hours for tags to appear in the tag cloud and for the tag autofill feature to take effect.
Adding tags to your tickets gives you even more flexibility to track, manage, and interact with your tickets. They can be used to attach additional data to your tickets, which you can then use in your personal macros. For more information, see Creating macros for tickets.
Deleting tags from tickets
Agents can delete tags on one ticket at a time. To delete tags that have been applied to many tickets, you need Admin permission. See Deleting a tag and removing it from all non-closed tickets.
To delete tags from a ticket
- Open a non-closed ticket. You cannot delete tags from closed tickets.
- In the Tags field of the ticket, click the close box (x) for the tags you want to delete. The tag is removed from the ticket.
Creating views based on ticket tags
You can add tags as conditions in views, which enables you to quickly view all tickets that contain specific tags. Agents can create personal views for their own use. Admins can create shared views. You can also view all tickets where a tag is applied.
- Click the Admin icon (
) in the sidebar, then select Views.
- Select the tags condition.
- Choose the condition operator Contains at least one of the following.
- Enter one or more tags (separated with a space).
- Add any other conditions that you'd like (for example, adding a condition for open tickets).
- Set the view formatting options as needed.
- Click Add View.
Your new view is listed in the Views menu in Zendesk Support.
Searching for tickets by tags
You can search for tags contained in tickets and forum articles. Using the search box, enter the name of the tag and the search results will display all the tickets and forum articles that contain the tag.
tags:installation
Your search results will contain only occurrences of the word ‘installation’ when used as a tag.
tags:about_sales
14 Comments
Hello,
I'm looking into non-automated ways to add tags to tickets.
Why non-automated? Because people could reply on e-mails that we sent, with certain text in it. If I create a trigger to add a tag, because we think people write us about that subject, tickets get also tagged, if the text contains us writing about it and the user replying on that email with a total different question.
Is there a possibility - or maybe an add-on - that prompts every ticket with the question to add certain tags?
For us it would work this way: you are prompted to choose the main subject/category of that ticket to be added in. So for example different product groups, of different features of your product.
Good Day,
Let's say I have a View created that I want to specifically Search through, is that possible? Or is there any way to use the Search tool to narrow my search to only be within a particular View I am using or have created?
Hey Sebastian,
There's no way to search tickets through a view at this time. You may be able to search based on the conditions you've set up in your view, however. I'd recommend taking a look at our Zendesk Support Search Reference for more information.
Let me know if you have additional questions for me.
Cheers!
This is no longer working for us on some tags. It seems to have something to do with either the status of the ticket (>closed) or the age of the ticket.
Did the Zendesk team make a change to how the tag cloud works recently? We first noticed this yesterday.
I would like to set up a view with ticket tags as a view column, but that does not appear to be an option:
Is it possible to set up a view that has a column that displays all tags associated with a ticket?
Mario Amicarelli The Zendesk team doesn't seem to be too responsive on this thread, so I thought I'd chime in.
What you want to do isn't possible. I suspect the Zendesk team doesn't allow this sort of thing so smart users can't give themselves features that are available in the higher-paid tiers.
Hi
Is there a limit to the amount of tags I can create?
We are migrating a couple of thousands tickets from our old support system to zendesk. I want to identify them in a that I know they come from a migration process. That is just one tag and that's fine. However, I want the ability to search for those tickets in a view for example.
I though of adding a new tag with the old_ticket number to each of the tickets being migrated. Those ticket will have at least two tags. one called <migration> and one with the old ticket number i.e. <c-1234-abcd>.
Hi Jean,
No there isn't a limit of how many tags you can create from the account (and our internal Zendesk has many thousands of unique tags from years of usage). There is a limit regarding tags is the number of tags that can appear on any one ticket - 5096 characters of tag values for a specific ticket (hopefully you won't run into that limit).
Have a good migration!
Hello Everyone,
Is there any way to make a closed list with tags and not allow agents to create new tags in the ZD Support Professional plan (without custom roles)?
Thank you for your help in advance ;) !
Hi Arkadiusz,
Yes, there's a Zendesk app called Tag Locker that will let admins set up a list of allowed tags on tickets (and it does not need custom roles to work). Hope that works for you!
This article says that tags may only include "alphanumeric, dash, and underscore characters". However, my client sent me an export of a ticket field which is a dropdown, and some of the values (which, as I understand it, are just tags) included forward slashes. Can I get some clarification on that? Thanks!
Charles Wood Dropdowns are a type of custom ticket field. You can read more about them here:
Adding custom fields to your tickets and support request form
These do end up populating the tags field and as you've noted, can include forward slashes. Normal tags can also include forward slashes (just tested this) so this article is incorrect.
Thanks Sam (sorry, tried to tag you but you didn't come up as an option :/ ).
Yeah, the inconsistency between documentation and reality makes me unwilling to proceed with a pending custom app that would need to be able to process new values for dropdowns, as well as consistently handle existing values without destroying them.
Can somebody at Zendesk just, like... look at the actual code and tell me what it does? I don't want to destroy my customer's data.
Thanks!
Hey Charles,
It looks like this article has been updated and you can include / slashes as you have experienced. It appears that what you're experiencing on your end is expected so you shouldn't run into any issues.
Did you have any additional questions for us?
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