Managing ticket tags

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21 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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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    So glad to help Casey! Thanks for circling back!

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  • Andrew Chu

    Hi team,

    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

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  • Jeff C
    Zendesk Customer Care

    Hello Andrew,

    You can utilize the List Tags endpoint documented here to retrieve tags in your Support account.

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  • Rodger Bradford

    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. 

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  • Joyce
    Zendesk Customer Care
    Hi Rodger,
     
    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.
     
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  • Aida

    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! 

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  • Erica

    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.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Erica,
     
    A few points:
    • It's not possible to update Closed tickets at all (see What is the difference between a Solved ticket and a Closed ticket?)
    • it is possible to update the tags on non-Closed tickets in bulk, 100 at a time -- see Updating tag lists
    • Another option would be to create a temporary Automation to cycle through all your non-Closed tickets, using Remove tag to remove the old tag, and Add tag to add the new one -- include checking for the new tag in your "meet all" conditions so that once the tag has been added, the automation will know not to run again on that ticket. This can process around 1000 tickets an hour, so you don't need to create a script and it can handle larger amounts of tickets (as long as you're willing to wait for the automation to do its thing. See Automations resources and recipes for more information, especially the "how they work" and "conditions and actions reference" articles.
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  • Erica

    Hi Dave Dyson!

    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: 

    - https://share.getcloudapp.com/kpu8wP67

    - https://share.getcloudapp.com/E0uyr5jp

    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.

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