Feature Request Summary:
Zendesk Support should remove the 'Set Tags' action and add a 'Remove all Tags' Action.
'Set tags' has very limited utility while having large downstream impacts if it is inadvertently used instead of 'add tags'. Replacing this with a Remove all Tags option would not have an impact on usability, as 'Remove all Tags' could be used in conjunction with 'Add Tags' with the same end result for the few use cases where this is desirable. This change would eliminate unnecessary confusion surrounding set vs add tags.
Business impact of limitation or missing feature:
It's very easy for users/admins to inadvertently select set tags on a macro, trigger, etc. instead of add tags, potentially causing large downstream impacts to business rules and reporting. This suggestion would clarify what is happening and 'Remove all tags' would have a much lower chance for accidental misuse.
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