Adding tags to users and organizations

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9 Comments

  • Tom Ferlaak

    Hello, 

    I am trying to add tags to users/agents in Zendesk in our organization via Active directory group or custom field.

    We currently are syncing with AD for our agent permissions and such. We have a group of users we currently manually tag with "Approver" through the zendesk administration. but when we force a sync with Active directory it clears this tag altogether. Is there a way to make this not clear out or set an automation to use a custom field or any other way to get this done? 

    Thanks 

    Tom 

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  • Michael Froeming
    Zendesk Customer Care

    Hi Tom,

    It appears that you've chatted with us, Zendesk support team, where we're able to address your issue. Turns out it's a configuration issue within your Active Directory.

    Best,

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  • Binh Du

    Hello,

    Can an agent or assignee user tag be added to a ticket? Or for the example listed in the article, where can {{ticket.assignee.tags}} be used?

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  • Hervin Centeno
    Zendesk Customer Care
    Hi Binh,
     
    Agent/assignee tags can absolutely be added to a ticket if we're talking about including that information via placeholders. For example, if you wanted to create a trigger email notification that includes the assignee tags (instead of all tags on the ticket) - that's one way you can leverage this placeholder. For a data object like assignee tags, you would typically use these in business rules that include but are not limited to triggers, automations and macros.
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  • Binh Du

    For triggers, the only option I can see are tags for tickets. In fact, there are Condition options for Ticket, Requester, or Other, but nothing for Assignee. How would I use agent/assignee tags in the triggers as a Condition field?

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  • Hervin Centeno
    Zendesk Customer Care
    Binh,
     
    My apologies as I could have been a bit more clear and specific in my last reply. You can specifically use the {{ticket.assignee.tags}} placeholder in the subject or email body under any of the email actions for triggers or automations. There are no business rule conditions for user tags.
     
    That being said, user tags automatically apply to the ticket if an agent with user tags is assigned or if the requester has user tags as well. In other words, you can use the condition Tags | Contains at least one of the following | and include user tags there. 
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  • Binh Du

    Hi Hervin,

    I appreciate your assistance with my questions. Unfortunately, the system does not apply agent tags to tickets when they are assigned. I have tested it and only Requester tags are applied. I have created a custom User Field to try to apply tags to tickets and it does not work for Agents/Assignees.

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  • Sebastian Jurk

    It's only possible manually with triggers that check for a certain assignee (or assignees) and adding tags to the ticket and or the user if the tag should be included in future tickets of that user as well.

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  • Hervin Centeno
    Zendesk Customer Care
    Binh,
     
    Thank you for that clarification. You are absolutely correct in this case that user tags are only added to tickets upon creation and if the user with tags is the requester. No tags are added from the user who is set as the assignee. My apologies for misspeaking there.
     
    Sebastian, thanks for raising this alternative that would allow your system to automatically add tags associated with certain agents. This method would require at least a trigger for each agent that would require "their tag" to be added to a ticket and each trigger would have to have a condition that makes sure that no other "agent tag" is on the ticket either.
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