cannot remove tags

5 Comments

  • Kay
    Community Moderator

    Could you share a screenshot of the settings of your view.
    And share with us which tag you have removed from tickets.

    I just test this in my personal account and couldn't replicate the behaviour.

    I did notice when you go back to the view it's in there for a short while, until the view is refreshed.
    This probably happens due caching of those results. Could that be the case in your situation too?

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  • Melody Belzer

    Hi Kay, 

    I think you missed my comment about the fact that it is really not convenient not being able to open a support issue/chat to report this issue.
    Why do I need to share the settings of my service with everyone looking at this comment?

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  • Kay
    Community Moderator

    Hi Melody,

    I don't work for Zendesk. Just volunteering here in the community.
    Via your Zendesk account you should be able to chat with someone.

    You could share it here, as these types of settings usually don't contain any PII information. That's completely up to you. I am just trying to help. 

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  • Dan Cooper
    Community Moderator

    Hi Melody,

    Some common reasons why removing a tag wouldn't remove a ticket from a view could include:

    • There may be other conditions that exist on the view that are keeping the ticket in the view (for example if the tag condition is an ANY condition along with other conditions that are still true on the ticket.
    • The tag is being re-added due to a trigger, or via an organization or user tag (check your ticket events to see if this is occurring)
    • The ticket wasn't submitted after the tag was removed. 
    • The view hasn't refreshed (views don't automatically refresh)

    Hope one of these helps.

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  • Melody Belzer

    Hi Kay and Dan,

    Thank you for your help, the issue was new automation added that re-added the tags.
    Appreciate the help and patience, thank you!

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