What is the difference between Add tags and Set tags in business rules?
The Add tags action in both triggers and automations allows you to add one or more tags to the existing tags that are already assigned to your ticket.
The Set tags action removes all existing tags and replaces them with the tags you select in your business rule actions.
Warning: Only use the action Set tags in situations where you want to remove all of the previous tags on the ticket. Removing tags can be disruptive to your workflows and reporting unless it is intentional. Zendesk recommends the action Add tags in most setups.
For more information about the different action statements, see the article: Trigger conditions and actions reference.
There should a bit fat warning sign ⚠︎ 🛑✋🏻or popup with the "Set Tags" option, as in all thinkable cases, used without knowing, it will do the opposite from what you may expect.
We've set up an automation that scans all triggers and automations regularly for the "Set Tags" action, to send out an instant alert.
It happened more than 1 time here already that some admin just used "Set" instead of "Add" by pure error (clicking in the selection and then using cursor keys or whatever).
Also theres is MANY suggestions to clearly separate "Delete ALL Tags" from the mysterious "Set Tags" option, i. e. this one https://support.zendesk.com/hc/en-us/community/posts/4409775035802-Replace-Set-Tags-with-Remove-All-Tags but also more more more.
Zendesk, please, help us avoiding killing tags without knowing. Impact can be massive (with triggers and automations)!
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