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Setting up chat tags



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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11 comments

Can existing tags be edited? We have only found add new or delete.

 

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Beau P.

Zendesk Customer Care

Hello,

No, it is not possible to rename or edit tags in your account. However you can replace an old tag with a new one but it won't actually rename the original tag. For more information on tags please visit Understanding Tags and Ticket Fields: https://support.zendesk.com/hc/en-us/articles/217073927-Understanding-tags-and-ticket-fields .

If you choose to replace a tag with a new one, the original tag will still exist until you remove it from your system. Once the original tag has been replaced with a new one, you can bulk remove the original tag from your system through the use of our API. For more information on the API endpoint please visit our developer documentation on Core API: https://developer.zendesk.com/rest_api/docs/core/introduction/

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Hello,

I would like to suggest some kind of command within the text box (such as "/" is used to call the shortcuts).

E. g. You insert text with a "#" (#sales) and it automatically turns to a tag added to what you are writing.

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Under 'Creating and editing tags in History' it states:

Most agents do not have access to modify tags in History

Is there a way to give agents permission to edit the tags in their own chat history without making them an admin?

When our agents are really busy sometimes they forget to add a tag during the chat session and would like to add it after the chat has ended.

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Dane

Zendesk Engineering

Hi Carrie,
 
You can go to Chat > Settings > Roles > Agents and enable Edit Chat tags. This is only available for roles on Chat Enterprise accounts. 
 

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Can this article be updated to reflect how all this flows in Agent Workspace? 

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Hi, I am using web widget messaging api. Can I add tags when chat sent ?

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Judy Correia

Zendesk Luminary

Are chat tags added as ticket tags if we have either the automatic or manual 'Automatic ticket creation feature selected?

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Dane

Zendesk Engineering

Chat tags are synced to the ticket when the visitor leaves the chat for both manually and automatically created tickets. Note that it might take up to five minutes for this information to appear.

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When I navigate to settings -> account, I cannot find the chat tag enable button. I am an administrator, so how come this does not work? 

I thank you in advance for your response. 

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Viktor Osetrov

Zendesk Customer Care

Hello Laurice DB,

Please use this path - https://{{YourSubdomain}}.zendesk.com/chat/agent#account/chat_tags
If it doesn't work - could you please check access to this URL from the account owner's account?

Hope it helps

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