Why aren't tags added to the ticket even though the macro used includes this action?

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  • Nuno Parreira

    Hello Alex!

    Considering your Q&A, is there any other alternative for me to restrict the free usage of tags to my agents but still allow tags to be added to tickets with macros? With this limitation, I would always have to allow agents to be able to edit tags.

    I have an alternative that is to look for specific strings and use a trigger to add the tag while still preventing agents from adding tags. It works but is somehow cumbersome, and I would be expecting to have a more linear way to accomplish my use case.

    Can you help to find a better solution?



  • Romy Newbold

    At our organization, all user roles have the setting Can edit ticket tags disabled. However, tags are inconsistently added to tickets via macros, and agents are able to delete tags from tickets as well. If disabling the setting "Can edit ticket tags" prevents that, how is that possible?

  • Devan - Community Manager
    Zendesk Community Team

    Hello Romy Newbold,

    Regarding the issue you seem to be running into, I wanted to gather a bit more information from you. Can you please confirm for me your Admins have that setting disabled and if the owner is the one answers the ticket?

    Best regards.


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