Tags are words, or combinations of words, you can use to add more context to tickets (see About tags). Depending on your support workflow, you might want to add tags to provide more context for the request so that tickets can be viewed and tracked, or processed by your account's business rules.
Agents can add or remove tags in tickets, create views based on ticket tags, and search for tickets by tags. Agents in custom roles can add and remove tags only if their custom role allows it.
This article contains the following sections:
Adding tags to tickets
Agents can manually add tags to tickets to add more context. Agents in custom roles can add and remove tags only if their custom role allows it.
The following video gives you an overview of how to add tags to your tickets:
Adding tags to tickets [0:54]
- Create or edit a ticket.
- Enter new tags, separated by a space, in Tags.
As you type the tag, note the following:
- If the tag you are typing does not exist, it will be created when you press Enter.
- If the tag you are typing exists, autocomplete
displays suggested tags you can choose from.
For example, if you begin typing
cust, the tags
customer_feedbackwill show up; however,
locust_streetwill not.Note: If an existing tag hasn't been used in a ticket for 60 days, then it won't appear in the suggested tags list.
- You can use only alphanumeric, dash, underscore, colon, and the forward slash characters.
- You can't use special characters, such as #,
@, or ! in tags.
If you try to add tags with special characters, they disappear when the ticket is updated.
- Zendesk supports UTF-8 (Unicode). All languages supported by Zendesk can be added to tags.
- You can create a tag with more than one word if the words are connected with an underscore.
- There's no limit on the number of tags for a
ticket, but there is a limit on the total number
of characters in the Tags field.
This field supports up to 5096 characters. After you reach this limit, you will no longer be able to add more tags. None of your existing tags will be automatically removed.
- Click Submit to create or update the
The tags are added to the ticket.
Deleting tags from tickets
Agents can delete tags on one ticket at a time. To delete tags that have been applied to many tickets, you need Admin permission. See Deleting a tag and removing it from all non-closed tickets.
Deleting a tag from a ticket only removes the tag from that ticket; the tag will still appear on other tickets and in your account as a suggestion. If a tag hasn't been used for 60 days, it no longer appears as a suggestion.
To delete tags from a ticket
- Open a non-closed ticket. You cannot delete tags from closed tickets.
- In the Tags field of the ticket, click the close box (x) for the tags you want to delete. The tag is removed from the ticket.
Creating views based on ticket tags
You can add tags as conditions in views, which enables you to quickly view all tickets that contain specific tags. Agents can create personal views for their own use. Admins can create shared views. You can also view all tickets where a tag is applied.
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
- Create a new view, or open an existing view for editing.
- Add a Tags condition.
- Choose the condition operator Contains at least one of the following.
- Enter one or more tags (separated with a space).
- Add any other conditions that you'd like (for example, adding a condition for open tickets).
- Set the view formatting options as needed.
- Click Add View.
Your new view is listed in the Views menu in Zendesk Support.
Searching for tickets by tags
You can search for tags contained in tickets and forum articles. Using the search box, enter the name of the tag and the search results will display all the tickets and forum articles that contain the tag.
Your search results will contain only occurrences of the word ‘installation’ when used as a tag.
I would like to be able to modify the location of the tags field, and limit its visibility to certain ticket types. Is that possible?
What you've described wouldn't be possible on a ticket type basis. I will share this with our moderator team and see if anyone has a possible workaround to suggest. You can also share this feature request in our feedback forums so our developers can consider it for future updates.
with regards to triggers and tags, is it possible to add a tag of the name of the assignee each time that assignee changes?
The only way I think you could really do that would be to create a trigger for each agent, so when the Assignee is changed to that agent, you add a tag with that agent's name. I can't say I'd recommend that, as it doesn't scale well and could be a challenge to maintain.
Can you talk about why you'd want to do that? It's possible this Explore recipe might give you the information you're looking for: Explore recipe: Total number of assignments
Hi Dave thanks for responding. The use case is that I need to capture the name of every agent that the ticket is assigned to. If I can do that through an explore recipe that will help I think
@... could you provide me the steps for that trigger so I can check it out?
Such a trigger would look like this:
You'd need to create one of these triggers for each of your agents.
Hope that helps!
Is there any way to keep existing tags (tied to the requester) when the requester is changed?
We cater to our stores (light agents) and customers (end users) and when we receive a request from one of our stores, a tag is automatically added because the tag is associated with the light agent but we do use the same ticket to email our customers. As a result, the store tags are removed automatically. Is there any way to keep the store tags? Thank you.
Thanks so much for reaching out @..., and great question as well:
Would these light agent/store user tags all happen to be pretty unique, or are there some fairly common ones being used across multiple users? If it's the latter, this might be a good setup for some triggers, where you could use conditions like "Requester Is Changed" and "Tags > contain at least one of the following > user tag here" to have those triggers look for these tickets where the requester is later swapped. For those trigger actions, that's where we could add actions of "Add tag > user tag here" to automatically add those tags back into the tickets.
If these store user tags are pretty unique, how would you feel about keeping these light agents in place as the ticket requesters, and instead CCing your customers? You'd be able to retain all of a store's user tags on a ticket, and your customers could be involved in the tickets by modifying your trigger email notifications to notify both the requester & CCs.
Alternatively, side conversation child tickets might be another option! You could keep the store light agent users as the ticket requester, but also be able to spin off side tickets to email your customers in a separate but connected ticket. This way, both of your communications to the stores and to your customers would effectively be "tied together."
Thanks again for reaching out Elspeth, and let us know if there's anything else we can help out with!
Thanks for your reply. I was in contact with Zendesk Customer support regarding this and they were not able to provide a definite resolution.
With regards to your question, the tags are unique for each store. We have over 100 stores and each of those stores has unique tags, so we have over 100 tags. Does this mean we have to create over 100 triggers?
As for the side conversation child tickets, unfortunately, we cannot use this to email our customers as we cannot send satisfaction surveys from there unless we can?
Appreciate your help. Thanks.
If I add tags to our tickets, is it possible to filter the tickets with tags and time configuration? For example, is it possible to check how many tickets have been tagged with tag A in the past 3 months? Thank you.
Any idea what the character limit is of a single tag?
Hey Joey! There is no character limit for a single tag, but the Tags field does have a maximum of 5096 characters. After you reach this limit, you will no longer be able to add more tags.
When I add a macro and/or ticket category to a ticket and the tag that is linked shows up under the tag field, but when I try to manually add another tag to the ticket, that new tag trumps the old tag and removes it instead of keeping both tags on the ticket. How do I fix that?
It also happens with if I add a ticket category and the tag that is linked to it also is added to the ticket, but then I try to manually add another tag, that newest tag wipes out of the tag and updates the Ticket Category too. I want to keep all tags on the ticket. How do I fix that?
That's definitely a unique issue that you are currently experiencing as tags can be manually added anytime on a ticket. I would like to investigate on this one further. I'll proceed and create a ticket for you. Please wait for my update.
Regarding the section "searching for tickets by tags": it might be good to add an example on how to filter for tickets that do not contain a specific tag. It took me a while to find it here: https://support.zendesk.com/hc/en-us/articles/4408886879258-Zendesk-Support-search-reference#topic_ngr_frb_vc
It can be done with the logical search operator "-", so for example:
Also note that in the "filter" dropdown, the "tags" field does not seem to allow tags that contain dashes, while this seems allowed according to the description: "You can use only alphanumeric, dash, underscore, and the forward slash / characters."
I am pretty sure this tag "december-2021" does exist in our case. It would be nice if the "filter" dropdown would support it.
Is it still not possible to restrict agents from editing tags but allow the macro to add the tag if they apply it?
Yes, you are correct. It's still not possible. The only workaround is by the use of Update Ticket API if you choose to disable it.
Is it possible to automate tagging based on text from the incoming ticket?
Zendesk does have a built-in automatic tagging capability, but it can produce some undesirable results, adding tags you don't really need, and because custom dropdown fields use tags, if your dropdown field values have common names, it's possible that an automatic tagger 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 (see Understanding tags and ticket fields for a more in-depth discussion of how this works).
Because of this, if you do decide to you any ticket tagging, I'd highly recommend you make sure any dropdown field tags are complex enough that they won't be confused for tags based on ticket text -- for example, 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 that are build to do more sophisticated automatic ticket tagging, and you can find those in our Apps Marketplace. Hope that helps!
Is it possible to force (can not save edits) agents to enter one of the defined tags for specific ticket statuss? or remind agents to enter necessary tag?
We want to add a tag to pending tickets to indicate the reason of pending and create more automations based on this tag.
As of the moment, it is not possible to force agents to enter one of the defined tags for a specific ticket status. However, you can add a custom drop-down field with the associated tags. Each option is a combination of a title and a tag. The title is displayed to users and the tag is used as a ticket property that you can use in business rules.
Then you can create a trigger or an automation that can check if the field is blank and send a reminder or notification to the assignee (Agent) requesting the field be completed.
To create the trigger
Does anyone knows if there is a time limit to the tag autofill feature ?
It looks like tags that have not been used for a while are not suggested anymore. Is that normal ?
Hi Jean-Sébastien Catier,
Yes, tags that aren't used for 60 days are removed from your account's indexing. Gabriel has shared some great information here that I'm working on adding into this article.
We have a few different Web forms connected to Zendesk.
Is there a way to separate and tag Tickets coming via Help Center?
Yes, you can create a trigger that will look for specific web forms and tickets coming from Help Center.
To add a custom tag to a ticket based on Help Center and Web forms:
Ticket: Channel > Is > Web Form
Current user > Is > end-user
Ticket Form > Is > [Select specific ticket / web form]
Thank you for the suggestion!
However, this isn't working, cause besides Help Center API tickets, we have 2 other different API tickets( This trigger will tag them all and we need Help Center tickets only
What kind of API tickets you have in mind when you say "2 other different API tickets". If you can give us some examples, that'll be super helpful.
If the tickets are generated or updated from the Zendesk API, those tickets should be via the "Web service (API)" channel. The Web Form channel focuses on tickets submitted via help center (and agent-created proactive tickets). That would be exactly what you're looking for if you want to find help center-submitted tickets. Thanks!
Is it possible to use a trigger to add tags to exiting tickets? For example, if we have tickets with the word Sun in the comments, could the trigger add the tag 'Sun' to those tickets if they are not changing state?
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