Enabling and disabling ticket tags

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7 Comments

  • The Atlantic Monthly Group LLC

    can you disable rather than delete a tag? 

     

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  • Lisa Kelly
    Zendesk Documentation Team

    Rob,

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

    Lisa

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  • 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. 

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  • 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,
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  • 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?

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  • 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?

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  • 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!

    0

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