All customers are important, but every business has their VIPs. Maybe it’s a big account, maybe it’s the paid users on your premium product, or maybe you just want to make sure tickets from some people get a bit more visibility.
One of the most powerful things you can do with tickets is to use triggers to route them to the right people and groups as they come in. User and organization tagging is an invaluable tool for doing this and one that you should definitely consider using.
This article contains the following sections:
Turning on tags for users and organizations
An administrator can turn on tags for users and organizations in Zendesk Support. See Enabling user and organization tagging.
To turn on user and organization tags
- In Admin Center, click
People in the sidebar, then select Configuration > End users. - In the section Tags on users and organizations, click Enabled.
- Click Save Tab.
Tagging a user
After you've turned user and organization tagging on, you can go ahead and add tags to users. You can add tags to users on their user profile page in the tags ticket field. To navigate to a user's profile, you can search for them using the Search icon (
), select the tab for the ticket's requester profile in a ticket, or select them from the list in the Customers () page.
In the image below, you can see the new Tags field on the user profile. The VIP tag has been added to this user.
Tagging a bunch of users
Tagging one user at a time is all well and good, but it's not necessarily scalable. That’s where organization tagging really shines. You can add tags to organizations by navigating to the Organizations (
) page, then selecting an organization. You will see the same tags field as in a user's profile.
You can use organization tagging, for example, to make sure that all tickets from your premium users are tagged. If you've already sorted your customers into organizations and you have more than one VIP organization, you can add the same tags to any number of organizations you want.
You can also add tags when bulk importing or bulk updating users and organizations.
Taking advantage of user and organization tags
In Zendesk Support, there are any number of things you can do with tags. You can limit access to forums, you can do more accurate ticket searches, and you can create views. Because a user's tags are automatically added to their tickets, you can also create conditions based on those tags in your automations and triggers. For a full breakdown, see Adding tag to users and organizations.
The following sections will discuss some common uses for user and organization tags:
Replying automatically to your VIP tickets
One common use case is using a tag in a trigger to automatically reply to tickets. For example, to make sure all your VIP customers get the attention they deserve, you can create a special email notification to automatically reply when they submit tickets. You create new triggers in Admin Center > Objects and rules > Business rules > Triggers.
You can use the example trigger below to ensure your VIP customers receive a custom email notification.
Meet all of the following conditions:
- Ticket is Created
- Tags Contains at least one of the following VIP
Perform these actions:
- Email user (requester)
This trigger looks for tickets created with the VIP tag and sends a custom, automated email notification to the customer.
Routing your VIP tickets to a premium support group
Another common use case is using a tag in a trigger to automatically route tickets. For example, to make sure that all of your VIP tickets go to a Premium Support Group, create a trigger similar to the one below.
You can use the example trigger below to ensure your tickets route to the correct group.
Meet all of the following conditions:
- Ticket is Created
- Tags Contains at least one of the following VIP
Perform these actions:
- Group Premium Support Group
- Email Group (assigned group)
This trigger looks for tickets created with the VIP tag and assigns them to the right group. It also sends an email notification to the group.
Setting ticket priority by user and organization
In addition to sending your VIP tickets to a specific support group, you can assign them a higher priority than your other tickets. The example below shows the same trigger as above, but also sets the ticket priority to Urgent.
To automatically set the priority, you can add the action Priority is Urgent to the trigger.
9 Comments
Hi,
Don't know if anyone can help, but can you apply a user tag to customers that come from a specific channel - e.g. new Twitter customers? Either within Support settings or via API.
Essentially, I'd like to bulk delete these users after a certain time period so that we're not storing data for customers longer than is needed. I think I could maybe bodge this by applying a tag to a ticket then finding all of these tickets after say 1 year then matching it against user data but it's a lot more work.
Hello @...,
Please note that you may do that either manually or via API, but not directly via triggers or automations in Support.
If you are doing it with an API, you would search for the channel in the "via" object.
Once you have detected which channel the ticket has, you can look for the requester id in the ticket and look up their profile and tag them using the Users API.
For more info:
Adding tags to users and organizations
Tickets API
Via object reference
Users API
Hope that helps!
Is it possible to add a tag based on a custom text field from the organization record?
I am trying to create a view based on a custom field on the organization record that is synced from Salesforce. The custom field is the organization’s account executive (AE). The AE’s need to see all their clients ’ opened tickets in one view. I am not sure how I can use tags since the AEs on the organization could change from time to time and when a change occurs, any opened tickets would end up with 2 tags on them.
Note: the custom field is a text field, and from it appears you can not create a tag based on a text field.
Any ideas would greatly be appreciated!
Is there a way to get a report of Agents with X tag regardless if they have Tickets or not?
We added Tags to Agents to identify the supervisor they work under. We want a report that shows the Agents name and the tag of the supervisor. I don't care if they have tickets or not.
Hi Dana,
While we have option to report on user data in Explore, if you are simply after pulling a list of your agents with their tags, you can also use the Search Users API end-point to get a list of agents in a JSON format file. Below is an example call using this endpoint to get the list of your agents:
To include both your agents and admins, you can use:
You can then parse and export the response as JSON file then convert to CSV or XSL file using a third-party converter. The article on How do I export a list of users? will give you additional options on how you can export your users.
Hope this helps!
How do I stop Account Names from automatically becoming tagged under "Tags"?
Sounds like you may have automatic ticket tagging turned on -- here's how you can turn that off: Enabling and disabling automatic ticket tagging
Hi Dave,
Thanks for your reply. No, we don't - the setting we have on is "enable tags on tickets", which we want. We just don't want the account name to automatically become a tag.
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