Tag Upgrades

Answered

4 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Ken,

    Thanks for the feedback. Two things to share:

    1. Using Excel, you can use the text to column functionality to break the text in the tags column into individual columns using the comma separated option.
    2. We are currently working on a way for administrators to add tags to chats and offline messages after they have been completed in Chat History. Should be available in the next month.

    Thanks,

    Ramin

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Ken,

    Quick update. Although this wont address all your requests, we have added the ability for administrators to add/edit chat tags once they are completed from the History tab. 

    Just click on the chat you want to edit and then the pencil icon to modify the tags. Once you save the changes, the new tags on the ticket should be indexed immediately so you can search for it. Changes to tags will not get pushed over or synced to the Zendesk ticket.

    If you are using the Zendesk integration, we recommend all tag updates should occur on the ticket vs. the chat. 

    Thanks,

    Ramin

    0
  • Lulwa Jundi

    I would like an option for Agents to tag chats even after the chat has ended, this is especially useful if the visitor leaves the chat very quickly and doesn't give the agent a change to tag it if they are dealing with many chats. Please advise if this option will be made available.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Lulwa,

    My colleague answered this request on another post: https://chat.zendesk.com/hc/en-us/community/posts/115007037607-Add-tags-after-chat-ends

    -Ramin

     

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