Question
What is the difference between Add tags and Set tags in business rules?
Answer
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 ones in your business rule actions.
For more information about the different action statements, see the article: Trigger conditions and actions reference.
1 Comments
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).
Regards
Oliver
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