Managing ticket tags

Tags are words, or combinations of words, you can use to add more context to tickets (see About tags). This article describes how you can manage ticket tags for your Zendesk account. You must be an administrator to do the tag management tasks described in this article.

This article contains the following sections:

• Analyzing ticket tag activity
• Viewing all tickets where a tag is applied
• Deleting a tag and removing it from all non-closed tickets
• Using ticket tags in macros, triggers, and automations

Related topics:

• Enabling and disabling ticket tags
• Creating views based on ticket tags

Analyzing ticket tag activity

Zendesk Support provides you with a view into the tags that have been applied to your tickets. Admins can view the 100 most-active tags for the last two months. This list is updated daily.

To view popular tags

• Click the Admin icon () in the sidebar, then select Tags.

You can click a tag in the cloud to display the list of tickets that include the tag. You can also view all the forum topics that include the tag.

Viewing all tickets where a tag is applied

To help you manage tags, it can be useful to see where the tag is applied.

The Tags admin page displays the top 100 most-used tags for the past two months. If the tag you're looking for isn't on the list, you can search for tickets by tag. You can also create a view to see all tickets based on a specific tag.

To see where tags are applied

1. Click the Admin icon () in the sidebar, then select Tags.

   A list of the most popular tags (the top 100) for the past two months appears. The tag name includes the number of times the tag has been applied. For example, sales_lead (326).

   

2. Click a tag to view all tickets where the tag is applied.

   A list of tickets that include the tag appears. Each ticket in the list includes the subject, requested date, last updated date (based on any ticket update), current ticket status, and current ticket priority.

   To open a ticket, select it from the list.

   

Deleting a tag and removing it from all non-closed tickets

You can edit each ticket manually delete tags. To remove tags that have been applied to many tickets, you can do this in a batch operation. You cannot delete tags from closed tickets.

Deleted tags may still appear in the tag cloud until the closed tickets that contain the tag are retired out of the list. Also, deleting tags does not remove references to them in automations, macros, and triggers.

To delete a tag from all open tickets

1. Click the Admin icon () in the sidebar, then select Tags.
2. Click the tag that you want to delete.
3. At the bottom of the tag activity detail screen, click Remove tag [tag name] from all topics and open tickets.
4. Click OK to confirm that you want to proceed.

Admin > Tags displays the top 100 most-used tags for the past two months. To delete a tag that isn't on the list, you can search for tickets by tag and delete them manually from the tickets and topics that you have access to.

Using ticket tags in macros, triggers, and automations

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 automations, macros, and triggers. You can use business rules to add, remove, or set tags. If you select the set tags action, the current tags will be replaced with the tags you enter.

Note: Tags are available on the Essential plan, but you can't use them in business rules to create custom workflows.

As an example, let's look at how a tag can be used in a trigger. If you use email subdomains, you may have set up a subdomain to track the tickets that are generated through responses to your newsletter. You can set up a trigger to check for the origin of the ticket using the Ticket received at condition, as shown here:

You can then add an action that adds a tag to the ticket, as shown here:

You can then use this tag to create a view that shows you all the tickets that have been created from newsletter responses. You can also use the tag as a condition or an action in some other automation, macro, or trigger. For example you might want to exclude this tag for some reason when you're defining the selection of tickets you want to be acted on by a trigger, as shown here:

Drop-down custom fields also create ticket tags and they can also be used in automations, macros, and triggers as well.