Erase tags

33 Comments

  • Michael DeMaria

    In admin console, go to Manage > People then select "tags" under the search bar.  This shows all tags ever used.  For me I have over 900 that I need to remove... bulk delete would be very helpful.

    8
  • Rick Crane

    This is exactly what I need. We can see them but just like you said, we need bulk.

    Placing them into a search bar like when you search for tags in the "views" .

    Then having a delete button.

    Would save a lot of hassle for my team. 

    3
  • Cristina Navarro

    We have seen that you can erase tags, but just the most used ones, and it's not able to select a tag that maybe, has been only used just a few times, and erase it. You know how be can solve that?

    1
  • Ryan

    Another solution to erasing tags with ease is to use an automation. To do so , go to

    ADMIN>>> Business Rules >>>Automations. See below for an example:

    Otherwise you could search for tickets by specific, and manually delete them.

    Unfortunately, I'm unable to find a way to delete tags because there were used X amount of times, or anything similar, but this may be a suitable option for some.

    If you want to take the API route, You can pull a list of what tags have been used, descending by popularity, then delete them as well, by name. Definitely worth a look. Check it out HERE. 

    You may also want to check out the app from our Zendesk labs, Tag locker. It may help with preventing typo's in the future, and lock your tags to a present amount, based on user roles.

    Hope that helps! I'll update this if I find any other workarounds, for the time being.

    2
  • Nadav Ofir

    :(

    Since it's impossible to remove tags from Closed tickets we're stuck with false tags forever (or until Zendesk will support removing these tags from the system / removing tags from closed conversations)

    1
  • Marrit

    Hello Zendesk,

    Is this option considered to be implemented?

    We use tags also for current issues, but if the issue is resolved, I wish to delete it from the menu that shows up when I'm starting to write tags to attach them to a ticket.

    It should be possible to manage tags more efficiently, to avoid a jungle of tags which are not used anymore.

    Thanks in advance!

    1
  • Perla

    We really need a way to replace tags from closed tickets, since deleting them is not an option. We are left with several typos and incorrectly named tags forever and they are a source of confusion for our agents.

    A suggested workaround: add the ability to remove tags from showing in the suggested list of tags.

    3
  • Richard Colwill

    Bizarrely as I have been hunting this function down, I haven't found any mention of the really well hidden "Remove tag XXX from all topics and open tickets." option in any Zendesk articles

    so here it is

    If you go to the tag cloud and then click through to the listed tickets and scroll to the bottom of the page... nestling in an almost dead part of the screen where the eye isn't going to see it is...Ta-dah!

     

    OK so it's not what we are asking for here as it's only dealing with "Open" tickets (and I'm therefore assuming that infers it's not dealing with anything that is "on Hold" or "Pending" as it's not "NOT Closed"!)

    But it's at least a start to begin filtering out some of the longterm abuses from the AutoTagging feature.

    Quite why any UX designer has felt the need to obfuscate this option to such a large degree.....

    1
  • Heather R

    @Richard -- GREAT FIND!!!

    What the issue would continue to be is, if that tag was created from inheriting it from a user account, for example, then we can remove the tag from all the open tickets but not find the source. How frustrating to have to remove the symptom but not be able to identify correct the cause!

    0
  • Sunee Lewitzky

    I would like to vote on this request to be able to delete tags not used from showing as an option in the drop down when typing into the field. This is extremely confusing for agents in training, for instance, if the admin created a tag such as bump_1 and decided that the tag bump1 would be better (faster to type). New agents in training to use Zendesk and our processes get stuck and can't remember which one they are supposed to use. It would be great to offer admins a bit more room for error and the ability to remove old tags, unused tags from even showing as an option when agents begin typing a tag in the tag field. This is very basic logic and is available with other less advanced/robust CRM's that I've used in the past, such as Desk.com. A leader in CRM software such as Zendesk should be able to offer this as an option. Especially when their customers have been loudly requesting this feature for going on 5 years.  (This thread alone is over 4 years old and still no change and I confirmed with a Zendesk agent today that this is not in their product roadmap).

    2
  • Nicole - Community Manager

    Hi Sunee - 

    Thanks for the feedback. This hasn't been implemented as we haven't seen this request from a significant number of customers at this point in time. However, folks are welcome to continue up-voting the original post and sharing their detailed use cases (why you need this, how it would impact your business and workflow) with the possibility of it being prioritized in the future. 

    0
  • Sunee Lewitzky

    Ok, maybe we can do a Facebook campaign and ask other Zendesk users if they'd be willing to "upvote" this feature, because I have heard complaints about it personally from many Zendesk users that I know. Some people just don't bother offering feedback suggestions because they don't have time or expect that nothing will change.

    0
  • Matt Gill

    We'd like to delete old tags that aren't in use any longer too

    2
  • Perla

    If not able to implement a way to erase tags, at least add a way to prevent tags from showing in the auto-fill option for the ticket field, like a blacklist.

    2
  • Nicole - Community Manager

    Thanks for your comments, Matt and Perla. 

    0
  • Markus Tay

    Hi,

    I would like to bump up on Sunee Lewitzky and Perla's request. Any updates on this? It would really good if I can delete tags and only display tags for a particular user/group.

    1
  • Nicole - Community Manager

    Hi Markus - 

    No updates at this time; it's not something that's been prioritized for development this year. Can you tell us anything more about your use-case? 

    -1
  • Ricky Crane

    I made this post in 2014 and they have said the same thing for years. It's 2018 guys!

    Come on, get with the program!

    I cannot believe I am still receiving updates from this thread and nothing has been done.

     

    This is why we left your services behind as you do not listen to your user base for the things we want/need. 

    1
  • Tim Nilsen

    Not necessarily interested in erasing tags permanently -- the historical data is important, of course. But would love to be able to clear out-of-date / irrelevant tags from the tag menu. We use a lot of tags with similar prefixes. Having the ability to clear old bug tags, for example, so they aren't mistakenly selected again, would be very useful. 

    3
  • Nicole - Community Manager

    @Ricky - Longevity of a thread is not a data point we use when prioritizing things for development. The number of customers impacted, significance of impact to workflow, and what else is being developed that may solve the problem in other ways are much more important factors in these determinations. To date, the ability to Erase Tags has not risen to the top of the pile as more important or impactful than the other things in the development backlog, and business rules as a whole are not going to be worked on through the end of 2018 as the developers are working on a bigger Support project. 

    @Tim - thanks for the feedback. We definitely understand the desire to clear old and erroneous tags - we see this in our own instance. While it's not slated for development in the immediate future, it is something the teams are aware of for future work. 

    0
  • Sunee Lewitzky

    Nicole, while I too, would love to see the ability to erase tags, I praise you for your well poised "prioritizing" response above and am totally stealing it to use with some of our own customers. Very well said and really good points on prioritizing customer product feature asks.

    1
  • Nicole - Community Manager

    Thanks, Sunee. We make an effort to be as transparent as possible, and the honest truth is that we wish we could build everything for everyone. But we get so much feedback from our users (which is awesome - we love how much everyone participates!) and we can only realistically build a small percentage of it. Ruthless prioritization is a constant process for any product development team.

    That being said, I do want everyone to know that our product teams are working on their roadmaps for 2019 right now, and we have asked them to take this conversation under consideration as they're looking at ways to improve the Support workflows. I don't expect any immediate updates, but we will share here if anything related to removing tags makes it into the plan for the next year.

    0
  • Conor Murphy

    @Nicole
    There is one use case where I think this completely breaks significant features for you. (Or at least that's what your documentation says.)

    Turning on automatic tagging means that "Zendesk Support scans new incoming ticket descriptions looking for words longer than two characters and then compares those words to tags that have already been used". This indicates it includes tags on closed tickets. 

    If, like us, someone accidentally years ago added "and" and many other useless words to tagging they now completely clutter everything, stop things being tagged correctly, and is now impossible to delete or clean up. This makes the analysis of tags pretty redundant.

    Am I wrong here or is this feature now broken because we can't delete old tags on closed tickets.

    1
  • Nicole - Community Manager

    Hey Conor - 

    To be honest, I'm not certain whether automatic tagging looks at closed tickets or not, but I'll see what I can find out for you. 

    0
  • Emily Harris

    I would also up vote this feature. We do a lot of reporting based on tags and have had it skewed by typos. Really frustrating.

    1
  • Heike Larson

    Being able to delete an accidentally generated tag--wrong because of a typo--is an absolute must-have feature. It is very disappointing that I had to learn today from a support email exchange that this still isn't possible!!!

    This has severe implications for our ability to rely on ZenDesk to support our customers. We use tags to trigger for example following up with customers during our membership renewal cycle. We accidentally created a tag that is similar to the right tag; the only difference is that it has a - instead of a _ in the tag name. If someone accidentally uses the wrong tag, that customer's ticket won't resurface at the time we promised the customer a call-back, meaning we look as though we had broken a promise, and meaning that we may miss an opportunity to serve our customers. [I know, I know: we can do a work-around, and create a second trigger that has the wrong tag--but, really, that shouldn't be something we need to do. Just let us delete the tag!!!]

    That something as simple as deleting an unused, accidental tag isn't possible, after 3 years of customers requesting this feature, is seriously disappointing. You can do better than that, ZenDesk!

    2
  • Tim Nilsen

    From what I can see, tags are no longer suggested if they only exist on Closed tickets. That solves the problem at hand on my end, which is great. 

    0
  • Emily Harris

    Is that ^^ true? It doesn't appear to working like that for me, and if it is, that means I've got a management problem because agents are using non-approved tags. I still have old misspelled tags being suggested.

    1
  • Nicole - Community Manager

    @Heike - longevity is not a data point we use to prioritize features. Just because it was asked for a long time ago doesn't make it the most important on our list of things to build. We receive hundreds of requests every week but can only prioritize a few every quarter, which means there are a lot of things that are good ideas that we just haven't been able to get to. I know that's frustrating to hear, but it's the reality of a rapidly expanding product set. 

    The product team has read this request and it's simply remained lower priority than other things on the list, but they're still open to doing it at some point if and when we have the bandwidth to do it. 

    @Tim and Emily, it actually doesn't have to do with closed tickets, but rather if a tag hasn't been used in 60 days, it will get dropped from your Zendesk Support account's indexing. You can read more about this here: why aren't my tags auto-filling anymore?

    This is actually a workaround for everyone here - if you have a tag you don't want used any more, be proactive about telling your teams not to use it and it'll erase itself after 2 months. Not quite as easy/direct as being able to manually remove undesired tags, but it is at least a way to get them to go away until a time when the product team can pick this up. 

    2
  • Devon Nobrega

    I would also like to have the ability to delete or blacklist certain tags.  We have a few typos in our suggested tags and have no way to manually remove them ourselves.  

    @Nicole, thank you for the workaround.  I'll spread the word to my team to avoid the typos so that they eventually erase after two months.

    0

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