Question

How do Zendesk Support tags and Zendesk Chat tags interact?

Answer

There are two versions of ticket creation from Chat to Support. Tags are synced one time from Chat to Support, at the following times:

  1. When a ticket is created from a chat, the chat tags are copied over to the resulting Zendesk Support ticket. If tags are added or removed to the chat after ticket creation, those changes are not synced to the ticket.
  2. Chat tags are synced to the ticket when the visitor leaves the chat for both manually and automatically created tickets. Note that it might take up to five minutes for this information to appear.

Zendesk Support tags, including organization, user, and ticket tags, are not synced to Chat.

Note: If you use Zendesk Agent Workspace, Chat tags are no longer added through the Chat interface. For more information, see this article: Working with Chat tags in the Zendesk Agent Workspace. 
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