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Managing ticket tags



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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38 comments

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Gabriel Manlapig

Zendesk Customer Care

Hi Rhonda,
 
If your account supports adding custom roles, you can restrict and set the permissions to a specific role to disable the ability to edit tags.
 

Natively, Agent tag permissions are all-or-nothing in Zendesk Support by default. On the other hand, the Tag Locker app allows you to limit access to certain tags based on you use-case. I hope that helps!
 

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I am an admin on our account but am unable to find where to delete these tags. Can someone point me in the right direction. I followed the instructions as displayed above and it puts me here with no where else to go. 

 

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Gabriel Manlapig

Zendesk Customer Care

Hi Joanne,
 
Under Tickets > Tags. A list of the most popular tags (the top 100) for the past two months appears. To remove tag, click a tag to view all tickets where the tag is applied.
 

At the bottom of the tag activity detail screen, click Remove tag [tag name] from all topics and open tickets. Then click OK to confirm that you want to proceed.
 

 
Please take note that tags can't be deleted from closed tickets. And 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.
 
I hope that helps. Thank you!
 

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Hello,

Is there a way to get a list of all tags and the number of tickets corresponding to each tag? 

Also, is there a way to get the ticket count for a certain tag? 

Thank you,

Ashish

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Mike DR

Zendesk Customer Care

Hi Ashish!
 
You can report on tags in Zendesk Explore and you can use this Explore Recipe to report on tags based on your needs.

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Does anyone know where can I see all of the tags a single ticket has?

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Hi Estefania,
 
You should be able to see it at the left side of the ticket's point of view.
 

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I am getting a message that I have reached the limit of 200 tags for my account whilst creating a guide article. However, I cannot see whether this only applies to to only guide articles, or tags across our entire Zendesk account. How do I go about identifying the least used tags in order to delete them to make way for more?

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