Tags are words, or combinations of words, you can use to add more context to tickets (see About tags). This article describes how you can manage ticket tags for your Zendesk account. You must be an administrator to do the tag management tasks described in this article.
This article contains the following sections:
Analyzing ticket tag activity
Zendesk Support provides you with a view into the tags that have been applied to your tickets. Admins can view the 100 most-active tags for the last two months. This list is updated daily.
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Tags.
You can click a tag in the cloud to display the list of tickets that include the tag. You can also view all the forum topics that include the tag.
Viewing all tickets where a tag is applied
To help you manage tags, it can be useful to see where the tag is applied.
The Tags admin page displays the top 100 most-used tags for the past two months. If the tag you're looking for isn't on the list, you can search for tickets by tag. You can also create a view to see all tickets based on a specific tag.
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Tags.
A list of the most popular tags (the top 100) for the past two months appears. The tag name includes the number of times the tag has been applied. For example, sales_lead (326).
- Click a tag to view all tickets where the tag is
A list of tickets that include the tag appears. Each ticket in the list includes the subject, requested date, last updated date (based on any ticket update), current ticket status, and current ticket priority.
To open a ticket, select it from the list.
Deleting a tag and removing it from all non-closed tickets
You can use a batch operation to remove a tag from all open tickets that contain the tag. Tags can't be deleted from closed tickets. You can also edit each ticket manually to delete individual tags from a ticket (see Deleting tags from tickets).
Deleting a tag from all non-closed tickets doesn't delete the tag from your account immediately. Deleted tags may still appear as suggestions in your account until the closed tickets that contain the tag are retired out of the list and the tag isn't used again for 60 days. Once this happens, the tag will no longer appear as a suggestion. Also, deleting tags from tickets doesn't remove references to them in automations, macros, and triggers.
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Tags.
- Click the tag that you want to delete.
- At the bottom of the tag activity detail screen, click Remove tag [tag name] from all topics and open tickets.
- Click OK to confirm that you want to proceed.
Using ticket tags in macros, triggers, and automations
Adding tags to your tickets gives you even more flexibility to track, manage, and interact with your tickets. They can be used to attach additional data to your tickets, which you can then use in your automations, macros, and triggers. You can use business rules to add, remove, or set tags. If you select the set tags action, the current tags will be replaced with the tags you enter.
As an example, let's look at how a tag can be used in a trigger. If you use email subdomains, you may have set up a subdomain to track the tickets that are generated through responses to your newsletter. You can set up a trigger to check for the origin of the ticket using the Ticket received at condition, as shown here:
You can then add an action that adds a tag to the ticket, as shown here:
You can then use this tag to create a view that shows you all the tickets that have been created from newsletter responses. You can also use the tag as a condition or an action in some other automation, macro, or trigger. For example you might want to exclude this tag for some reason when you're defining the selection of tickets you want to be acted on by a trigger, as shown here:
Drop-down custom fields also create ticket tags and they can also be used in automations, macros, and triggers as well.
When creating a business rule based on a tag, does the rule match the entire tag or just portions of the tag text.
For example - if I don't want a survey to fire on tickets that have the tag 'damaged_product' would the survey still fire on a ticket that has the tag 'damaged'
When using tags in a business rule you would need to match the entire tag. So the ticket would need to include damaged_product tag for the survey to not fire.
Let me know if you have any other questions!
You can use the Zendesk Support API to export ticket data including tags, and update the tag lists to remove tags in bulk. Here are links to the Zendesk Support API documentation that you need:
Updating tag lists API
Michael Froeming | Senior Customer Advocacy Specialist
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Thank you so much for the insight. I've passed this along to our other team members, and we'll give this a shot for clearing all of our tags simultaneously after they've been exported.
I would like to define tags and not allow to use new tags. I would like to change a tag name if needed.
Thank you for reaching out to Zendesk Support.
If you're referring to changing a tag name on a ticket instead of adding a tag into it, you might consider changing the condition of your trigger from Add Tag to Set Tag.
Please let me know if I have answered your inquiry correctly. Thank you!
DJ Buenavista Jr. |
Customer Advocacy Specialist | Support@Zendesk.com
Hi Zendesk - How can I view the instance where a tag is being applied to a request?
For example, I am trying to locate the trigger or automation where [x_y_z] tag is being applied to the request so that I can edit or remove that tag from being applied.
You should be able to review the ticket events to see which trigger added the tag. See Viewing all events of a ticket.
If you can't find it in the ticket events, you can also try searching for triggers by action to find which trigger added the tag. See example below.
Great - thank you Lisa Kelly !
Lisa Kelly I was able to locate the Events (thank you). However, I'm unable to locate where these tags (in red below) are applied. They don't appear to be applied by a trigger in the sequence. Any suggestions?
If there's no automation or trigger listed underneath all the first actions taken on the ticket, you might have the setting turned on to enable automatic ticket tagging which you might want to turn off. It creates a LOT of unnecessary noise if it's checked.
Heather Rommel Thank you so much - yes, exactly what we were looking for!
So glad to help Casey! Thanks for circling back!
Do we have any options to export/view a full list every tag currently existing in Zendesk support?
In Admin Center you only see the top 100 tags and they all cluster together in a pretty disorganized look. Appreciate your sharing
You can utilize the List Tags endpoint documented here to retrieve tags in your Support account.
Hello, I recently have seen tags that are added by "Web Service." What does this mean and how to control it? These added tags are artificially changing the Updated date and make it appear as if there has been recent activity.
The ticket channel "Web Service" refers to ticket updates that came through API, via integration or app that you downloaded from the Marketplace (for example, CRM, JIRA, or Slack) or some other workflow that you have set up. You can also learn more about the Zendesk ticket channels in this article.
Hi, we accidentally created a tag that I would like to remove and make sure it doesn't get added to even more tickets. How do I do that? I have found how to remove it from all tickets, but when we receive more tickets containing the word, it gets added again as a tag (it's the Dutch equvalent of "from" or "of" so that's almost all tickets!)
I've tried creating an automation for it, but I keep getting an error:
What I've entered is:
All conditions: ticket status = smaller than closed
One or more of the conditions: ticket tag contains at least one of the following: van
One or more of these actions: ticket: remove tag - van
I hope someone can help. Thanks in advance!
I am not sure if it was mentioned here, but has anyone mentioned a use case for being able to simply update/edit a tag where that tag is updated on all unclosed tickets (although ideally, I'd like to see them updated on closed tickets too).
At times we can audit how we define our tags or clean up the taxonomy used to track tickets. If I'm using a longer tag name but want to shorten it, instead of updating all tickets with that previously had that tag to the new one, it essentially updates new ticks as if it's been removed instead of updates to those field ids being static vs. dynamic.
At that point, I have to take all of my old tags, do a search and a bulk update operation for anything that's currently open. If this can be accomplished through the API that's great, but not everyone has staffing for a developer who can manage this. We need easier ways to do bulk updating, change/edit tracking measures, so we can pull reports at ease.
A few points:
I totally failed to leave out an important part -- what I also see happen is when I update a tag in the administrative console, it doesn't update the ticket field:
I get I can update tags in bulk but it seems like ticket fields + tags aren't not dynamically synced if that makes sense?
What I am saying is that I would like to be able to go to the Ticket Field in Admin Console > update an existing tag in the field values > updated field values are automatically reflected not only in the ticket tags, but the actual field itself doesn't get dropped but updated instead.
Thanks for your patience and the clarification about what you're wanting to do. Here's some information on what updating a tag associated with a ticket field value will do: Changing the field option tag
If you want to update tickets using the old tag so that they use the new tag, then the methods I mentioned above would be the best way to do that (and again, those can only be used on non-Closed tickets).
Is it possible to do an export of the tickets based on tags please?
For example let's say i want to export all the tickets tagged with "waiting_for_firmware_update" and send them a batch email when the firmware update is released, how to do that?
I am able to see the tickets based on tags but didn't find a way to do exports.
Thank you, kind regards.
As long as the tickets you're interested in are not Archived, you can create a View and export the list of tickets to a CSV file: Can I export a select group of tickets to a CSV file?
If you also want to include archived tickets, then you can build a report in Explore using Reporting with tags, and then export that using Exporting dashboard tabs and reports.
Is there a possibility to see all the existing tags, not only the 100 most-used?
I have the same question as Gabrielle Rosso - at the moment if a tag is created I need to keep my own records so I know why the tag exists and where it's used, it would be great to have a list of all available tags and a trail of where they were used (in a macro? automation? trigger?)
Rule Analysis is a catalog of all your business rules (Triggers, Automations, Macros and Views). For example, see how tags are used across Zendesk Support so you'd like to see how they're currently being used. Rather than manually inspecting each business rule to assess their downstream effects on the workflow.
To list of all of your tags, you could use the API call found here to return all tags available to the current user. Alternatively, you could use the API call found here to list up to the 20,000 most popular tags in the last 60 days, with decreasing popularity.
Lastly, Zendesk Support provides you with a view into the tags that have been applied to your tickets. Admins can view the 100 most-active tags for the last two months. This list is updated daily.
To view popular tags
I hope this helps! Thank you!
Is there a way to remove tags from being automatically applied to Follow-Up Tickets? It seems when a follow up is created, it assumes the original ticket's tags and they get added.
You can reset the ticket fields that link to ticket tags, drop-down, and checkbox fields, by creating a trigger that replaces the previous tag value of the custom fields.
To create the trigger:
Set tags |
follow_upto clear out the previous field values.
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