Erase tags

46 Comments

  • Emily Harris
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    @nicole the 60 day limit doesn't seem to be working for us. Can you explain a little more about where it drops from when we don't use it? The team has a specific list of approved tags and I still many old ones still try to auto-fill when typing in a tag and many of those are typos or misspellings that it's hard for me to imagine people are still using

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  • Josh Thiessen
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    +1 for requesting this feature. Only a month into the product and typo tags are killing me :(

    1
  • Al Hopper
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    I just started looking at our tags (new role) and found we have 600+ with the vast majority of them being typo-type tags or personal tags that shouldn't have been created but are now being brought forward. As an example I have many that were used 1x in the last 30 days by 1 agent because they created a macro we didn't know about. Anytime I want to share a tag report for a period I spend more time filtering out those virtually unused tags than nearly any other part of the report generating process. 

    Another example is when using tags to track a sale or event. I'm currently QC'ing the tags daily just to make sure I can delete the misused tags before the ticket closes and gets stuck in the report.

    Being able to delete the older tags in general would be great, but just as important is the ability to delete tags after a ticket has closed.

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  • Nicole Verspeek
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    I'm upvoting this request. We have multiple tags I wish to get rid of. One example:
    End of 2018 we had an issue with discount codes not working. Our previous Zendesk owner created a tag "discount_dec_18".
    This tag is still being used and I can find no reason for it. It's not put there by agents, but goes automatically. If I then look at the triggers that are used, not one includes the "add tag discount_dec_18". I can find no trigger or automation that adds this tag. It's also no longer needed. However, I have at least 180 tickets that still have this tag.

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  • Graeme Carmichael
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    Nicole

    This is a long shot. Under Admin>Settings>Tickets>Tags there is an option to 'Enable automatic ticket tagging'. Could that be the source of discount_dec_18 being added to your ticket?

    This may not work for you, but if under the settings you disable the tags field from Support, agents can still add tags using macros and business rules can still add tags. It may give you a little more control over tag use.

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  • Nicole Verspeek
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    Thanks Graeme. I noticed this option as well and have disabled it last week. I still see the tag in use, but it might be some older tickets. 
    Hopefully it will work fine with new tickets starting this week :)

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  • Gasper Jubani
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    +1 for this feature. I need to clean up my list of tags due to starting new automation process with new tags.

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  • Ilaria
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    Upvoting this, as me and my team also have a bunch of typos or tags that we want to get rid of because it's nearly impossible to create reports that only reflect recent tickets. We want to be able to delete also old tags that we don't use anymore.

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  • Nicole - Community Manager
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    Hi all - 

    I've raised your feedback with the product team. They said they're interested in the idea and think it's a good one. They can't commit to implementing it just yet; it will have to be evaluated against the other features being considered for the next few sprints, but know that it is at a minimum being looked into. 

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  • Mistyamber Reynolds
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    Following for updates on this.

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  • Mistyamber Reynolds
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    Not having the ability to remove Tags is causing us to have bad data and greatly impacting reporting.  Old tags we no longer use, typo tags, and tags that Zendesk has created without our knowledge are impacting the accuracy of our reports.  We are unable to paint an accurate picture to our company.

    It is also VERY challenging to run any report on tags.  I have to keep a list of tags we use in excel so I can manually select the ones I want to show up in Explore reporting so I don't get a bunch of garbage data.  Please add this function ASAP.

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  • Graeme Carmichael
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    Mistyamber

    I am not sure if this will help. But Zendesk provide a free app, Tag Locker, that may help going forward. While you cannot delete tags, it does limit tag use.

    1
  • Al Hopper
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    Thanks Graeme. We limited the ability to create new ones to certain profile levels so that should help a little, as did using macros to set/add tags for the agents.

    Let's get a delete function going! ;)

    1
  • David Williams
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    We also need the ability to manage (remove) tags from the auto-complete list presented to agents.

    We've tried the two currently available methods of removing tags and the first (To delete a tag from all open tickets) isn't much help as we have over a thousand! Unfortunately those that we wish to remove are low volume (yet still an issue) so don't appear in the top 100 list.

    The second (search for tickets by tag) we are about to use - but only for tickets that are yet to be 'closed' - however from my preliminary testing it doesn't appear to remove the tags from the auto-complete list that is presented to agents when they add a tag to a ticket.

    We've asked about a method of doing this so that we can prevent the re-use of tags we no longer require but unfortunately nothing is available yet. We'd like to request that the product team look into developing a tool please.

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  • Nicole Cheek
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    How can I simply find a list of ALL tags we've used for the last 5 years? With using Explore, it makes it impossible to pull reports and we need to clean them up!!
    Thanks!

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  • Renee Morgan
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    We need the ability to delete tags.  We have erroneous tags that are preventing needed functionality  

    1

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