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5 Comments

  • kathryn

    Is there a way to delete or edit tags? One of our agents added a bunch of "test" tags, but they do not show up in the People > Configuration > Tags page, so I'm wondering how I can access those.
    We also have one that is spelled incorrectly, so I would love to be able to edit some tags as well. 

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  • Gabriel
    Zendesk Customer Care
    Hello Kathryn,

    I hope all is well. Tags are not like ticket fields, for example, where, when you change the ticket field, it will update its value on the tickets. Tags are not associated with the main core source, so, you can not edit a Tag, but you can replace the ticket with the correct one. The same thing goes when deleting it. You can not "delete" the Tag, but you can remove the Tag from the ticket. You can only remove tags from tickets before they reach status closed. Once the ticket is closed you can not actually delete the TAG from the system anymore, because closed tickets can't be modified.
     
    I understand they may constantly appear in your index and this can be a bit frustrating when they are not in use anymore. If a tag is not used in a ticket for 60 days it will get dropped from your Zendesk Support account's indexing. So, if it isn't on any tickets and your agents do not apply it, it will eventually effectively delete itself from being suggested (but not deleted from tickets that they have been used). This also does not apply to Explore.
     
    You can, however, remove your tags from open tickets, following the path below:
     
    • Go to admin>Manage>Tags
    • Click on the tag to be removed
    • Select all tickets
    • Click 'Remove Tag X from all topics and open tickets'.

    More about this is mentioned here
     
    I hope this helps clarify your concerns about deleting TAGs from Zendesk.
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  • Anna Hodshire

    Hi! Is there a way for an admin to make a list of tags that agents can then use? We need the tags to follow specific formats and to be harmonized across agents, which is not possible if the agents are manually adding their own tags. 

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  • Nacho Santana
    Zendesk Customer Care
    Hello Anna,
     
    This is not possible natively in Zendesk support interface, but Zendesk has created this app call "Tag Locker" that will help you achieve what you are looking for. This app will disable the native "Tags" field on tickets and allow your admins to configure a set of tags agents can add or remove from tickets.
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  • Anna Hodshire

    Thank you Nacho! 

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