Tags are words, or combinations of words, you can use to add more context to tickets and topics. You can apply tags to tickets, users, and organizations. For example, you might want to tag all requests that are actually sales inquiries with a tag like 'sales' or 'about_sales'. You can then create a view or a report to track these requests.
Tags provide you with an unlimited amount of flexibility to manage and customize your support workflow. Here are the ways you can create and use tags:
- Add tags to tickets and use those tags to create custom workflows. Agents can add tags manually. Admins can also enable automatic ticket tagging to automatically add tags based on keywords in ticket descriptions.
- Add tags to the Transfer to agent step in your messaging bot to add those tags to your messaging tickets.
- Add tags to users and organizations. Tags that have been added to users and organizations are also automatically added to tickets.
- Search for tickets by tag.
- Use tags in your business rules (automations, macros, and triggers) to create custom workflows.
- Create views and reports by tags.
- Analyze tag use to understand support request trends.
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.
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.
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.
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.
Thank you Nacho!
Is it possible to make tags required?
it is unfortunately not possible to make Tags required.
As a workaround, you could create a custom drop-down field that lists all the needed Tags and make that field required to solve the ticket.
To add a custom ticket field
Furthermore, using the Notification App or the third-party Agent Activity Tags App that allows configuring tags to be added to tickets that an agent updates could also be an option.
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