Question
When creating a drop-down field, I noticed that I have to assign a tag to each choice. Why do I have to do this? How does this work?
Answer
When you assign a tag to a drop-down ticket field choice, the following will occur:
- Any time you apply a tag to a ticket, the corresponding field choice is selected.
- Every time you select the specific ticket field selection, the corresponding tag is applied to the ticket.
For more information on how tags and fields relate, see this article: Understanding tags and ticket fields.
3 Comments
This response only tells the process. It doesn't answer the question of WHY do we need to add a tag on these custom fields. We don't want to add them in this fashion. It interferes with our custom views and how those views are capturing tickets.
Tags are how Zendesk recognizes the values of drop-down fields, so they're necessary for the fields to work at all. If you're finding that dropdown field tags are interfering with other tags that you're using, the best solution would be to modify the fields used in your dropdown fields so that they're unlikely to be used for other purposes (e.g., by adding the dropdown field id as a prefix to the dropdown field tags for that field). But do see Changing the field option tag for important considerations if you choose to go that route.
Exactly what I needed. Thanks Ben!
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