View all Tags

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26 comments

  • Avatar
    David

    Agreed. What would be cool is if there were a "More>>" link at the bottom of the tag cloud, that when clicked, would expand the cloud to include ALL tags, INCLUDING ones with 0 uses.

    Additionally, it would be good to be able to set a custom time period for the tag cloud. For example, I need it to go back 6 months, not just 2.

  • Avatar
    Janne Timmerbacka

    We would like to have an option to view all tags and from the time period we choose. 

    Is there a way to do this with current functionality?

  • Avatar
    Megan Mcclellan

    Agreed, we would also love this feature.

  • Avatar
    Dan Guerin

    I agree that a list of every tag in the system would be very useful in creating business rules, macros and custom reporting.

  • Avatar
    les

    Yes please, this is something that would make a big difference to our workflow.

  • Avatar
    AJ Acevedo

    This would be really helpful this could save be countless hours when generating our reporting.

  • Avatar
    Matthieu ETIENNE

    Looking to clean our tags structure and make it more homogeneic, we will need also to have access to this information.

    Additionnally, is there any way to genrate a report that make possible for example to generate a report in order to easily found the correaltion between tags and ticket fields, triggers, Maccros.

    Thanks

  • Avatar
    Elyse

    Yes, we really need the option to view all tags. Its very difficult to clean up your list of tags if you aren't able to see what tags are really out there.

  • Avatar
    Sigrid Hasholzner

    This would be a tremendous help for us as well. Also it would be helpful if you had the possibility to comment on tags in an overview to describe when the should be used or what they trigger.

  • Avatar
    Richard Lussier

    This should happen!

  • Avatar
    Lisa Britt

    Agreed, the fact that you can create tags but not view all the tags you have created is poor UI design. We really need to be able to view and edit all of the tags we create.

  • Avatar
    liam

    Yes - this would be a very good feature. . . . it actually strikes me as pretty strange that it's not already a part of the program.

     

    Cheers,

  • Avatar
    Joe Fedric

    Because this is not a button included in the Tags menu in the Admin panel, I have found a way to do list all my tags, through the API and a bit of data manipulation in Sublime Text and Sheets:

    1. Obtain your API key Core API
    2. Send a cURL request (through terminal) for all your tags, which should look like this: curl - u name@email.com/token:{token} https://{subdomain}.zendesk.com/api/v2/tags.json
    3. You should get a list of all your tags, up to 100 tags.  If you have more than 100 tags, you can get the next set of 100 with the following cURL request: curl - u name@email.com/token:{token} https://{subdomain}.zendesk.com/api/v2/tags.json?page=2
    4. Continue doing this, until you see this at the end of your JSON response: "next_page":null
    5. When you see "next_page":null, you have no more tags to list
    6. From here, you will have a ton of JSON data to parse.  This is where Sublime Text comes in handy.  Using either one large view, or multiple column views, start removing brackets, "name", "count", etc.  You want to end up with this format: this_is_a_tag,55
    7. Stripping the formatting down to the tag itself, a comma, then the count value will allow you to throw this into a spreadsheet to quickly start sorting and comparing visually.  Before importing to Sheets or Excel, make sure you add a line break after each name/value pair, to make the copy/paste nice and easy into your spreadsheet.  
    8. Then, use the Text to Columns function, to create one column with tag names, and one column with tag counts.

    Yea, this is a bit long, but it's better than nothing at all!  Of course, this could easily be built into a report in a single page, if you know what you're doing.  I just don't have time to do it, so a quick parse was the way I chose to go.  Good luck!

     

  • Avatar
    Richard Lussier

    We have several thousand tags this will not work.

  • Avatar
    Joe Fedric

    I didn't say it was ideal, and you have plenty of room to improve this process I just came up with when I needed to solve this problem.  I figure it's better to do something, than nothing :)

  • Avatar
    Alfred Diez

    Desk.com has this feature already. Allows for quick triaging of tickets by agents in a ticket list view. I have heard from Zendesk.com that it would be cluttered. That does not make sense. I have seen many UI designs that accomplish this. Look at Desk.com or even JIRA. It can even be done on a hover over of the ticket. Also it could be a feature that can be turned off or on since some people may not need it.

  • Avatar
    Davidb

    I back this request. When support reps use a tag, they do this because the information in the tag is useful, Without a way to list all the tags used and information on frequency, this information is lost to management.

    Come on Zendesk, please help us! At least please respond to the users who have responded on this thread, rather than ignoring us..

  • Avatar
    DanielRay

    I'm blown away that this is not possible. Very poor UI, I have critical tags of a bug collected several months ago that I need to reference and now I have no way of finding the ticket I am looking for without having to go through one by one through thousands of tickets.

    This alone is forcing me to look elsewhere for a better ticketing support solution

  • Avatar
    Jonathan March

    Strongly agree. We have important tags that are not used frequently (our ZD is 5 years old), and it's impossible to locate them easily, much less get them auto-completed.

  • Avatar
    Ellen Kutscher

    I couldn't agree with all the above more. I landed here while searching for how to do this, figuring that there must be a way and really hope Zendesk will consider adding this feature.

  • Avatar
    Allison Ramsey-Henry

    We have found that content tagging is causing issues with some of our rules so we need to turn it off. However it's basically impossible to determine the impact of this change on tagging since we can't pull all a report of all of our tags.  Very disappointing Zendesk- since you have content-based tagging the system must have a library of existing tags. Why not make that available to us?

  • Avatar
    Jonathan March

    Comment from a PM, please? Currently tags are a fairly fragile feature, which is unfortunate given how central tags are to so much of ZD (including Views & Triggers).

    The above-described use-cases seem fairly clear, but please let us know if more detail would be useful.

     

  • Avatar
    Liz Rosen

    +1!

  • Avatar
    Jesper Faurby

    OMG ... where are all our tags??? We have been creating all sorts of tags since we signed up on Zendesk, and now I see that we can only view the 100 most used tags in the last two months.

    This makes the Tags feature completely unuseful :( 

  • Avatar
    Stephanie Heacox

    Hey all, as a user experience consultant, I concur, and it's been years that this feature has been requested.  Just generating a report of tags should be pretty darned easy.  If we wanted to make it really useful, a second phase of development could include the ability to edit, nest, reorder, export/import tag lists.  Happy to have a longer conversation on this, if you like.

  • Avatar
    Nicolas Papaioanou

    EUREKA!

    • Go to Reporting > Insights > My dashboard > create a custom report. 
    • Field WHAT can contain for instance a time period such as "last 7 days"
    • Field HOW has to contain "all attributes > Ticket Tag"

    Now you have a 2 columns table that displays all your tags

    Nico

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