Sell: editing tags seems to create new but not remove old

Answered

5 Comments

  • Jakub Tutaj
    Zendesk Product Manager

    Hi Justin Near,

    Once you remove a tag from settings, they can no longer be put on Contacts. At the same time we don't remove those tags that were already added to contacts in the past. 

    To remove old tags you no longer want to see on contacts, you can:

    • enter Contact smart lists
    • add a Tags column
    • filter Tags by the tags you removed in settings
    • remove the tags by inline editing each relevant cell

    To better understand your use case - why already inserted tags should no longer be present on contacts? How many of those got inserted to date? This will help us better understand why it's important for you to delete historical data. 

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  • Justin Near

    Thanks Jakub Tutaj - I get the reasoning, but in our case, we needed to replace what was there. We were exporting some contacts into Support, and tags there can't have spaces, so we were hoping just to easily make it part of workflow in Sell to do the same. But now when folks go to add tags, they're presented with two options - the one with hyphens and the one without.

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  • Jakub Tutaj
    Zendesk Product Manager

    Thank you for all the context Justin Near, I see what you hoped to accomplish. 

    But now when folks go to add tags, they're presented with two options - the one with hyphens and the one without.

    If you already removed those legacy tags from Settings > Contacts > Tags, there's one additional non-obvious place where you might need to remove the legacy tags that got created. Try navigating to Settings > Prospects and customers > Tags and see if they are there. If so, try removing them, and check if the problem is solved. 

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  • Justin Near

    That worked like a charm Jakub Tutaj - thank you very much!

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  • Jakub Tutaj
    Zendesk Product Manager

    Awesome! Now I need to go and thank my dear colleague that spotted the solution :)

    Have a great day Justin Near

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