Managing ticket tags

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12 Comments

  • Allison Haun

    Hi all, 

    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'

    Thanks, 

    Allison

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  • Brett Bowser
    Zendesk Community Manager

    Hey Allison,

    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!

    1
  • Michael Froeming
    Zendesk Customer Care

    Hi Matt,

    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:
    Tickets API
    Updating tag lists API

    Best,

    Michael Froeming | Senior Customer Advocacy Specialist

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Matt 🕵️

    @...

    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. 

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  • Management / Mood nook

    I would like to define tags and not allow to use new tags. I would like to change a tag name if needed.

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi admin,

    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!

    Regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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  • Casey

    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.

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Casey, 
    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.

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  • Casey

    Great - thank you Lisa Kelly !

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  • Casey

    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?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Casey

    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.

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  • Casey

    Heather Rommel Thank you so much - yes, exactly what we were looking for!

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