Enabling and disabling ticket tags

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  • The Atlantic Monthly Group LLC

    can you disable rather than delete a tag? 


  • Lisa Kelly
    Zendesk Documentation Team


    You can disable manual ticket tagging and you can disable automatic ticket tagging, but you cannot disable a tag. You have to delete it. 


  • Alex Hooper

    If I disable manual tagging, tags can still be added to a ticket via an API or will be added if I have a ticket field that has a tag assigned to it, such as in the case of drop-downs or checkbox fields where the tag option is utilized, correct? 

    I just want to make sure that any view, trigger, automation, and SLA that has a tag condition won't stop working by disabling the manual tagging because the tags are still being added to the ticket via an API or a ticket field that is utilizing the tag option. 

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Alex,
    Thank you for reaching out to Zendesk Support.
    In regards to your questions, yes that is correct. When you disable manual tagging, it won't affect tags that are being added thru automation, triggers, etc.
    Also a note in this article mentions:

    Note: Disabling manual ticket tagging only removes the ability to add tags via the ticket interface. Agents, admins, and integrations can still add, remove, or modify tags on tickets via the Update Ticket API.

    Thank you and have a wonderful day ahead!
    Kind regards,
  • Mark Kindy

    Hello, currently in the Support interface, we have manual tagging checked but there is no "Tag" field for manual input. Is this deprecated?

  • Charles Gresula
    Zendesk Customer Care

    Hi Mark Kindy,

    Could it be that you've installed an application like the Tag Locker app and selected the Hide native Zendesk tags checkbox?

  • Mark Kindy

    Charles Gresula that's exactly what it was, but I wasn't aware we had that installed on our environment by another admin. Thank you!

  • Rico Valenzuela

    Is there a way to create tags from the body of the ticket as well, not just from the ticket description?

  • Dave Dyson
    Hi Rico, welcome to the community!
    There's not a way to do that via Zendesk's automatic tagging feature. There are some automatic tagging apps in our Marketplace that may be able to do what you're looking for -- you'll need to do some searching yourself to see if any of them meet your needs (try searching for "tagging"): Zendesk Apps Marketplace
  • Chris Bryant

    The last comment here seems to be incorrect regarding automatic ticket tagging from within the body of the ticket.  

    For example, I am currently having a problem where we have tickets routed to a Voicemail view if they come in through the Voicemail channel.  I keep having any tickets that come through our email channel that have the word "voicemail" anywhere in the body (not in the subject) being tagged as voicemails and moved into this view.  We can easily remove the tag but this is an annoyance to the Agent (and myself for not being able to figure out how to get this to stop)

  • Tendai Rioga

    Are tags created via webhook as well?

  • Gabriel
    Zendesk Customer Care
    Hey Tendai,

    You can use Webhooks to add tags to tickets or users, but we do not recommend that. For more information on how to natively work with tags, please read "About Tags".

    I hope this helps! 
  • Nora

    Can you adjust/see what tags get automatically added so you can base other triggers on that tag being there?


  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Lenora,
    I'm afraid we don't have an option to adjust or see what tags get automatically added by the system. As mentioned, if you enable automatic ticket tagging, Zendesk Support scans new incoming ticket descriptions looking for words longer than two characters and then compares those words to tags that have already been used. The top three matches are added to the ticket.
    I hope this answers your question.
  • Tammy Groff

    Is there a way for automatic tagging to occur but not be visible on the Agent's Ticket View?


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