Using the Tag Locker app

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11 Comments

  • Sadie

    Hello!  Is there any way to get this app to show in the sidebar on the left instead of behind the "Apps" button on the right side of a support ticket?

    0
  • Nara
    Zendesk Customer Care
    Hi Sadie, at this time it is not possible to move Apps into the left sidebar in Support when viewing a ticket.
    0
  • Sadie

    Thanks so much for the quick answer!

    0
  • Michael Custer

    I have a problem that whenever I input any information into the Tags available by group section, the app breaks... none of the tags become available.  I can add tags to Agents section, and admin section, but nothing to the group section(s).  I have reviewed the formatting and I am inputting it exactly as stated. 

    I have tested thoroughly.  I honestly can't see what I could be doing wrong.  

    Any thoughts or advice?

    Thanks

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  • Rosie B.
    Zendesk Customer Care
    Hi Michael,
     
    Sorry to hear about this trouble. I'll go ahead and create a separate ticket on your behalf so that we can further discuss and troubleshoot this issue you posted.

    You may expect an email shortly with the ticket information.
    1
  • Caitlin Whitney

    Hello, 

    We use this app to restrict the editing of tags for agents.  However, some of our agents have put actions relating to tags in their personal macros and this app seems to allow it.  For example, one agent used "set tags" in a personal macro, and they successfully removed every locked tag on a ticket with the exception of one.  Is this app supposed to allow agents to edit locked tags through macros?  Is there any way to truly lock the editing of tags, even through macros?

    Thank you

    0
  • Maude
    Hi Caitlin, 

    By using macros, your agents will be able to override the settings of the app. 
    The aim of the app is to avoid manual mistakes that could be made in a ticket, macros would not be included in this scenario. 
    Unfortunately, there is no way to truly lock the editing of tags.
    0
  • Robin Stotz

    I have a problem that whenever I input any information into the Tags available by group section, the app breaks... none of the tags become available.  I can add tags to Agents section, and admin section, but nothing to the group section(s).  I have reviewed the formatting, and I am inputting it exactly as stated. 

    0
  • Christine
    Zendesk Engineering
    Hi ForeFlight,

    We'll continue to assist you on the ticket you raised with us related to this issue, kindly check your email for updates. Thank you!
    0
  • Gavin Rainey

    Hi All,

    For anyone trying to solve the mystery of how to apply syntax for this, you need to put the complete list in the agents tag, then filter the list in the group values. For example:

    and here's the body for you to copy and paste for ease:

    {
    "Tier 1": "Bug tier1tag",
    "Tier 2": "Bug tier2tag",
    "Tier 3": "Tier3"
    }

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  • David Stevenson

    I'd like the "tags to solve ticket" list to have an option to allow ticket solve on ANY tag being present as opposed to ALL being present.  We want to tag tickets with information about the product area the support ticket relates to to assist our training and Guide collateral.  Normally a ticket will only relate to one or two product areas (out of maybe 20).

    Currently faced with the prospect of writing and maintaining a complex trigger to prevent solving if no product area tag is present and it seems like an obvious piece of functionality for this app.

    0

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