Working with ticket tags

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14 Comments

  • Marrit

    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.

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  • Sebastian Kavanaugh

    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?

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  • Brett - Community Manager
    Zendesk Community Team

    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!

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  • Sam
    "If the tag you are typing already exists, autocomplete displays tags
    containing words with the same prefix"

    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.

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  • Mario Amicarelli

    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?

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  • Sam

    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.

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  • Jean Cesar Martínez

    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>.

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  • Gail L
    Zendesk Community Team

    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! 

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  • Arkadiusz Szafraniec

    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 ;) !

     

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  • Gail L
    Zendesk Community Team

    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!

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  • Charles Wood

    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!

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  • Sam

    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.

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  • Charles Wood

    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!

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  • Brett - Community Manager
    Zendesk Community Team

    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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