Why does the drop down field in Zendesk change when a tag is added?

Question

What causes a drop down field to change when a tag is added?

Answer

Each value in a drop down field is paired with a specific tag. When you select a value in a ticket, the corresponding tag is automatically added.

Adding a tag manually to a ticket will also update the corresponding drop down field, if the tag exists within the item list. This feature allows for automatic updates of drop down fields based on the tags added, offering a more efficient way to manage tickets.

For more information, see these articles:

• About custom field types
• Why do I have to assign tags to drop-down ticket fields?