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17 Comments

  • Laura

    Hey,

    First of all, thank you for adding this very helpful feature!

    Second, I have a question: How do these tags react in multilingual Help Centers? Can we add different tags to different translations of an article? Or will the tags always appear in the default language, even when viewing the article in a different language than the default one? 

    I'm just curious to know how the tags will adjust (or not) to different languages.

    Thank you in advance! 

    2
  • Arianne Batiles
    Zendesk Customer Care

    Hi Laura

    The content tags in Guide will be applied to articles on the article level, not on the translation level. Yes, the tags will appear the same when viewing the article in a different language. 

    0
  • Monica

    The focus on singular language for the content tag and therefore needing to create new tags for each language makes this a bit less useful. Would love to see labels and content tags have translation management at a Guide wide level. As well as being able to manage for user misspellings.

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  • Monika Kanomata

    Hi,

    Where can I find the information about See the "Enabling content tags in your theme" section of the Help center templating cookbook? I tried to find the section, but couldn't.

    Thanks!

    1
  • tobias

    Hello,

    In our kb we've been using Labels to 'tag' articles. How is this functionality different to labels please, and what is the suggested optimal use for Labels vs Related to content tags? Thanks!

    1
  • Elizabeth Williams
    Zendesk Documentation Team

    Hi Monika Kanomata,

    You can find the information in the Adding content tags to articles and posts section within the Help center templating cookbook. 

    Thanks!

    2
  • Arianne Batiles
    Zendesk Customer Care

    Hi tobias,

    Content tags do not influence search relevance and cannot be used as a search keyword. This feature provides an alternative grouping that allows you to create a shared theme across different sections, topics, and content types. 

    For example, when we have an article regarding refunds, you may want to add labels such as refund, returns, etc. to improve the search experience. Then, to categorize your articles, you can add a content tag such as "billing". 

    2
  • Rita Stieģele

    Hi!

    How/where we could find code to add code to our theme to enable content tags?

    Thanks!

    /Rita

    2
  • Aya

    Hi!

    Is there a way to edit or delete the tags that are added by mistake? Since they are end-user facing, I want to make it look nicer - for example, there is a tag "zendesk" but want to change it to "Zendesk".

    Thanks!

    0
  • Kasper Sørensen
    Zendesk Product Manager

    Hi Aya

    Yes if you go to "Guide Admin -> Arrange -> Manage content tags" then you can click a content tag and rename it in the side-panel to the right.

    2
  • Mary Paez

    Questions/Concerns on Content tags:

     

    Content tags is a great way for our customers to find a group of related articles in the KB. But, we have some concerns.

    1) How many content tags can be created in the overall list of content tags?

    2) Is there a way to view all content tags (we want to remove any that are misspelled or unused)? We need to have a UI to manage this and not have to use the API!

    3) Is there a bulk action to apply selected content tags to a group of documents?

    4) Is there a way to transfer article labels to become content tags in a group of documents?

    5) Using Explore, is there a way to report on all documents and get the list of content tags on those documents? 

    6) Is there a way in Explore to find all documents that have a particular content tag?

    0
  • Allison Sargent

    Same question as Rita...we have a custom theme so where's the code/recipe to enable this manually? Thanks! 

    0
  • Kasper Sørensen
    Zendesk Product Manager

    Hi Mary Paez

    As always some excellent questions. I'll try my best to answer and hope your concerns go away.

    1. Up to 200 tags on your account, and up to 25 tags on a single piece of content (more about our limits here)
    2. Yes we do provide such a UI: You have to go to "Guide Admin -> The Arrange menu icon -> Manage content tags"
    3. No we do not have bulk assignment of tags at the moment.
    4. No we do not have such a label-to-tag conversion because we found that labels are used for all sorts of stuff whereas we believe the use-case for tags is much more succinct. But I see the point, and maybe we could provide a script that uses our API to do such tagging based on a pre-existing label.
    5. No, and I don't fully think I understand why this would be needed, so please explain more if you still think this is something we ought to consider.
    6. Not in Explore at this moment, but you can get to all documents with a tag by using the content tag admin list interface mentioned in point (2) above.
    0
  • Kasper Sørensen
    Zendesk Product Manager

    Hi Allison Sargent

    You can find custom theme instructions in our theming cookbook, the new section Adding content tags to articles and posts.

    1
  • Mary Paez

    Wow!  Thank you Casper for the Arrange Content --> Content tags UI so we can better manage them.

    QUESTION: When do you come out with a similar one for Labels???? (LOL)

    Another enhancement request is to offer a way to export those content tags into a csv or excel file.  Same with Guide admin when you get a list of documents (this has been a request for quite some time).  

    Management of articles/content/labels/updates is important.  So, #5 is for management purposes.  I will get requests from our coaches and KDEs and sometimes Managers.  It is giving them the flexibility to manage their content.

    QUESTION: Will you be extending the 200 content tag limit?  We see a big need for using these but we have many products and they are all very different in the medical field (sales/marketing vs patient vs healthcare provider) so we see for different products we might  need more.  We use an Explore "Search" report to list search criteria. This helps us determine what words/phrases customers are using to find out content.  Some of these terms are used for content tags.

    0
  • Kasper Sørensen
    Zendesk Product Manager

    Hi Mary Paez

    Regarding converting a label to a content tag, we've gone ahead and created an example script that uses our API to do this. You can read the README and download the script on GitHub!

    We don't plan to create a central management UI for labels. I can try and explain a bit ... I think that once you start using content tags you will see that it is starting to also clarify the future purpose of labels. Over time we are likely going to rename labels into "Search keywords" or something like that, because that's what it will be: A search keyword booster. Of course you will still also be able to create internal article lists based on labels/keywords. But for end-user facing lists and filters, it will be content tags. This also means that in the space of keywords you'll see less central management and more adhoc SEO-style optimization of the individual pieces of content.

    Regarding the 200 tag limit: I do think we can extend this limit. We introduced it to shape customer behaviour a bit. Think about the fact that this will be a public-facing tag list. It's likely that your end users can't comprehend it if it gets too big.

    0
  • Matthias Miltenberger

    Content tags are pretty cool but we stumbled upon a small issue that could be addressed: The list of possible tags to select from only shows the first 20 entries and it is not clear that there are more. You could either show all tags when clicking on the chevron/arrow or add a visual clue or simply a note implying that there are more and people are just supposed to start typing. This is not obvious. 

    0

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