Working with ticket tags

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39 Comments

  • Nara
    Zendesk Customer Care
    Hi Lenora, thanks for the question. While you can user Triggers to add Tags, Triggers exclusively run on ticket updates. In other words, until a ticket is updated, Triggers will not run on that ticket. However, Automations can also be used to Set/Add Tags, and these run on a time operation, rather than a ticket update.
     
    I would recommend checking out the reference on Automation Conditions and Actions to see if those available can assist with your workflow of tagging tickets.
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  • Gabriel Ortiz

    Do you know if Zendesk changed how tags are auto-created?

    when I create new field options, It used to convert the :: used to delineate levels to __ and now, as of sometime earlier this week, it doesn't.

     

    Previously: I create a new Primary Contact reason type Category::Reason A and the tag is auto-created as category_reason_a
    Now: I create a new Primary Contact reason type Category::Reason A and the tag is auto-created as category::reason_a

    Is there a reason why it's now being converted to :: instead of __ ?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Gabriel,
     
    We understand you are mainly concerned with the change that has occurred. And we do not see any external documentation that specifically calls out how tags come up as a default when you set nested field values. But, the change was intentional from __ to :: .
     
    Since Explore doesn't have a native ability to report on nested fields. As a result, we provided a workaround to reporting on customer fields that required the addition of custom attributes using custom code. The code that we provided in our Explore recipe (Explore recipe: Reporting on nested drop-down fields) assumes that all the values returned by the main attribute show in Explore formatted as the field's option (using ::), not the field's option value (using _). The underscores are shown in the main attribute due to Explore not being able to access the field option associated with a specific field option value. This is a limitation on drop-down value reporting. 
     
    I hope this answers your question. Thank you!
     
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  • Omar

    Hi

    We have a lot of tags constantly added on tickets. A lot of the tags dont seem to be created by us, so:

    (i) how are these tags created?
    (ii) where can I delete them?
    (iii) how to stop them being added to tickets? (we only want the tags we create to be added)

    FYI- we have auto tag DISABLED (not turned on as a feature)

    Also- when creating a macro, what is the difference between ADD TAG and SET TAGS

    Thanks

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  • Zsa Trias
    Zendesk Customer Care

    Hello Omar,

    "Automatic ticket tagging" is a feature where tags are added based on ticket content. If you don't have this setting enabled, you may also want to look into the user's tags and the organization's tags, as the ticket will inherit any tags from the user and organization. More details about this here: Automatically tagging tickets from specific users and organizations

    For your question about the macros, here's the difference between Add tags and Set tags:

    Set tags The tags you want to insert into the ticket. The set tag action replaces the current tags. Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales).
    Add tags

    The tags you want to add to the existing list of tags (if any). Tags must be separated with spaces. Multi-word tags must be joined with an underscore (for example, about_sales).

    Reference: Building macro action statements

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  • Paul Hughes

    Hi Team, 

    I'm a bit confused about my tagging setup. During a recent conversation with support, they mentioned that even with auto-tagging enabled, the tags wouldn't be assigned to a ticket unless they were part of the top 100 tags list. This seems counterintuitive because how am I supposed to identify emerging tags if they aren't applied to tickets? Do I need to manually add these tags to a ticket for them to appear in the top 100?

    I've also observed numerous tags being applied based on field values, such as "registration_department" or "programme_enquiries." These tags don't seem to be added through triggers, leading me to believe they are applied when a field option is chosen and its tag is applied to the ticket, in the ticket event it just says Tags: Name of Tags . However, I prefer not to have these tags assigned to tickets. 

    Is there a method to prevent field values from being automatically applied as tags? As per my understanding, I need to manually input tags into the system before they appear in the top 100 list. Ideally, I'd like the top 100 list to display only those tags extracted from ticket descriptions and not the field values?

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Paul Hughes,

    The way automatic ticket tagging works is that when a ticket is created in Zendesk, the text in the ticket description is scanned. Our system looks for words longer than two characters and then compares those words to the tags that have already been used in your account. The top three matches are added as tags to the ticket. 

    Tags are only added to tickets that come from end-users via the ticket channels. You may refer here for a more detailed explanation on how this feature works. 

    You are right that tags from custom field value selected are added to the ticket. Unfortunately, we cannot prevent the tags from being added when a field value of a field is selected for a ticket. As also mentioned by one of our Community managers here, since custom field values use tags, if your dropdown field values have common names, it's possible that an automatic tagging could add a tag based on a word used in the ticket that makes the ticket think that your dropdown field should be set to a certain value. 
     
    Hence, if you would like to use automatic ticket tagging, we recommend you make sure any dropdown field tags are complex enough that they won't be confused for tags based on ticket text - e.g. prepending the field name or even the ticket field id number to each tag. 
     
    That said, there are some third-party integrations such as MonkeyLearn and Pythia found in our Apps Marketplace that you can also try to see if it works for your workflow.

    Hope this helps!

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  • Paul Hughes

    Hi Arianne Batiles

    I appreciate the explanation and thanks for coming back to me. I have a specific query based on information provided by the support team: is the assignment of tags to tickets dependent on the tags being part of the top 100 popular tags list in the admin center?

    If that's the case, my concern is that my top 100 tags list is heavily populated with field values, making it challenging to observe normal keyword trends on a daily basis. What I'm looking for is a straightforward solution that can analyze all tickets and extract the most frequently used words over a given period, say a week. Is there a method to export tickets along with their text data? I'm also open to exploring third-party apps that can perform such analyses and I think there might be if I can get that data exported. 

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Paul Hughes,

    The assignment of tags via automatic ticket tagging is not dependent on the 100 most used tags list. The tags would be set by the system depending on the description of the ticket sent by the requester. 

    I think what you might be referring to is the tags being auto-populated when agents type in the ticket. In this case, we only surface the 100 most used tags, if the tag isn't on the top 100 list it won't populate.

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