Tags are words, or combinations of words, you can use to add more context to tickets (see About tags). Manual ticket tagging is enabled by default, but automatic ticket tagging is not. With manual ticket tagging, agents can add and edit tags on tickets. With automatic ticket tagging, Zendesk Support scans incoming ticket descriptions and adds tags that match. You must be an administrator to enable and disable ticket tagging.
This article contains the following sections:
Disabling manual ticket tagging
Manual ticket tagging is enabled by default. You can turn off manual ticket tagging if you'd like. You might do this if you rely solely on automatic tagging (the Enable automatic ticket tagging option) or if you simply don't use tags. When you disable manual ticket tagging, the Tags field does not appear on new tickets.
To disable manual ticket tagging
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - In the Tags
section,
deselect the Enable tags on tickets
option.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.
- Click Save
tab.
If you disable this setting, any existing tags that were applied to tickets will remain, but you cannot add new tags.
Enabling and disabling automatic ticket tagging
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. You can then use those tags in your business rules to, for example, automatically route tickets to specific groups or agents.
Tags are only automatically added to tickets that come from end-users via the ticket channels. Tags will not be added if an agent submits a ticket from within Support. However, if an agent creates a new ticket using an email, automatic tags will be applied.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- In the Tags section, select the Enable automatic ticket tagging option.
- Click Save tab.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- In the Tags section, deselect the Enable automatic ticket tagging option.
- Click
Save
tab.
If you disable automatic tagging, you can still add tags manually.
15 Comments
can you disable rather than delete a tag?
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
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.
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:
Thank you and have a wonderful day ahead!
Kind regards,
Hello, currently in the Support interface, we have manual tagging checked but there is no "Tag" field for manual input. Is this deprecated?
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?
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!
Is there a way to create tags from the body of the ticket as well, not just from the ticket description?
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
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)
Are tags created via webhook as well?
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!
Can you adjust/see what tags get automatically added so you can base other triggers on that tag being there?
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.
Is there a way for automatic tagging to occur but not be visible on the Agent's Ticket View?
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