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:
- 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.
- 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.
2 comments
Jennifer Rowe
Thanks for letting us know, Oliver Tietze.
Looks like that article archived, so I've removed the link from this article.
The archived article compared v1 of the Chat-Support integration to v2, released in Feb 2016.
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Olli
Jennifer Rowe thanks for the updated link (2 years ago). It's not accessible (again?) - could you update it (again)? Thanks!
Best regards
Oliver
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