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Working with Chat tags in the Zendesk Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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8 comments

Hi Lisa,

Is all of the above mentioned functionality released now or there is something missing?

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Lisa Kelly

Zendesk Documentation Team

Hi Shweta Gupta

All the features described in this article have been released, but you must have the Zendesk Agent Workspace enabled to use them and you must have Chat tags enabled.

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Is this article referring to Messaging, or Live Chat? 

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Anne Ronalter

Zendesk Customer Care

Hi CJ,

the article is referring to Chat in the Zendesk Agent Workspace.

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Hi Lisa Kelly, Can I suggest an article update for the section under Using Chat tags in the Zendesk Agent Workspace, the last point about chat tags added by shortcuts.

I have recently discovered from your ZD Support team that chat tags added by shortcuts are not recognised in Explore reporting. These tags are treated as 'manually added' tags, like an agent has added the tag not the system.

System recognised tags are tags added through APIs and tags added by triggers.

Seems weird ... anyway it would have been helpful to have this noted in the article to avoid spending days with the ZD support team to have this confirmed.

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Julio H

Zendesk Customer Care

Hi Shelley,

Thanks for your feedback.

I think this should be possible. 

As per the following documentation, in the correct dataset:

Reporting with tags

I will recommend open a new ticket with Zendesk Support in case you are unable to report with tags. 

Sincerely,

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Thanks Julio H

Unfortunately it is not possible. I spent a bit of time with your ZD Support team on this issue and they were the ones to tell me it is a limitation. 
FYI - the link goes to marketplace instead of the document.

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Julio H

Zendesk Customer Care

Thanks Shelley! for the information and clarification. 

I have updated the link.

Sincerely,

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