Erase tags

52 Comentarios

  • Al Hopper

    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
  • Jon Rothman

    Feels like this is going nowhere - but I think it's crazy ya'll haven't implemented this yet. 

    1
  • Ricky Crane

    Pinged about this again. 3 years later after I message last time. 7 years after original and still not done with multiple requests. 😆 (keep rocking ✌️)

    1
  • Perla

    That is great news, Nicole! The ability to correct typos would be great. The typo for lost_shirt is not a fun one to have on reports :) 

    1
  • Heather Rommel
    Community Moderator

    @Richard -- GREAT FIND!!!

    What the issue would continue to be is, if that tag was created from inheriting it from a user account, for example, then we can remove the tag from all the open tickets but not find the source. How frustrating to have to remove the symptom but not be able to identify correct the cause!

    0
  • Nicole S.
    Zendesk Community Team

    Hi Sunee - 

    Thanks for the feedback. This hasn't been implemented as we haven't seen this request from a significant number of customers at this point in time. However, folks are welcome to continue up-voting the original post and sharing their detailed use cases (why you need this, how it would impact your business and workflow) with the possibility of it being prioritized in the future. 

    0
  • Sunee Lewitzky

    Ok, maybe we can do a Facebook campaign and ask other Zendesk users if they'd be willing to "upvote" this feature, because I have heard complaints about it personally from many Zendesk users that I know. Some people just don't bother offering feedback suggestions because they don't have time or expect that nothing will change.

    0
  • Nicole S.
    Zendesk Community Team

    Thanks for your comments, Matt and Perla. 

    0
  • Nicole S.
    Zendesk Community Team

    @Ricky - Longevity of a thread is not a data point we use when prioritizing things for development. The number of customers impacted, significance of impact to workflow, and what else is being developed that may solve the problem in other ways are much more important factors in these determinations. To date, the ability to Erase Tags has not risen to the top of the pile as more important or impactful than the other things in the development backlog, and business rules as a whole are not going to be worked on through the end of 2018 as the developers are working on a bigger Support project. 

    @Tim - thanks for the feedback. We definitely understand the desire to clear old and erroneous tags - we see this in our own instance. While it's not slated for development in the immediate future, it is something the teams are aware of for future work. 

    0
  • Nicole S.
    Zendesk Community Team

    Thanks, Sunee. We make an effort to be as transparent as possible, and the honest truth is that we wish we could build everything for everyone. But we get so much feedback from our users (which is awesome - we love how much everyone participates!) and we can only realistically build a small percentage of it. Ruthless prioritization is a constant process for any product development team.

    That being said, I do want everyone to know that our product teams are working on their roadmaps for 2019 right now, and we have asked them to take this conversation under consideration as they're looking at ways to improve the Support workflows. I don't expect any immediate updates, but we will share here if anything related to removing tags makes it into the plan for the next year.

    0
  • Nicole S.
    Zendesk Community Team

    Hey Conor - 

    To be honest, I'm not certain whether automatic tagging looks at closed tickets or not, but I'll see what I can find out for you. 

    0
  • Tim Nilsen

    From what I can see, tags are no longer suggested if they only exist on Closed tickets. That solves the problem at hand on my end, which is great. 

    0
  • Emily Harris

    @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

    0
  • Nicole Verspeek

    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.

    0
  • Nicole Verspeek

    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 :)

    0
  • Gasper Jubani

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

    0
  • Mistyamber Reynolds

    Following for updates on this.

    0
  • David Williams

    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.

    0
  • Nicole Cheek

    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!

    0
  • Dave Dyson
    Zendesk Community Team

    Hi everyone, 

    So, there is a way to see all the tags you've used in Zendesk tickets, and then to remove ones you don't want, with the caveat that you can not remove tags from Closed tickets, because Closed tickets can't be modified in any way. Another caveat is that tags are used to connect tickets to the values of dropdown fields and (optionally) checkbox fields, so make sure you don't delete any tags that are going to mess those fields up.

    You'll use Explore to create a list of the tags, and then use an Automation to remove tags you don't want from non-Closed tickets:

    Build a report using Explore:

    1. In Explore, create a new Query using the Support (Tickets) dataset.
    2. Under Metrics, click Add > and select Tickets > Tickets.
    3. Next to Filters, click Add >, select Ticket > Ticket status, and exclude Closed tickets. (You can't change those tickets anyway, so there's no reason to clutter up your query results.)
    4. Under Rows, click Add > and select Ticket > Ticket tags.
    5. Go to Visualization type in the list of icons on the right side of your Explore query editor, and select Table.
    6. Give your query a name (where it says New query), and click Save so you don't have to remember how to build this query again next time.

    This should give you a table with two columns: a list of tags, and the number of tickets each tag was used in (for the tickets you haven't filtered out). I recommend exporting this (click the down-arrow by the Save button and select Export) to CSV, and import that file into your favorite spreadsheet program. Then you can flag the misspelled tags or whichever other tags you want to remove. Make a comma-separated list of the tags you want to remove.

    Then, you'll want to build an Automation to remove the tags:

    1. In Support, go to the admin settings and click Business Rules > Automations.
    2. Click Add Automation, and give your new automation a name, like "Remove old tags". (Best practices tip: you may want to add your name and the date to your automation name, in case someone else finds this automation later and wonders what it was for.)
    3. Under Conditions, select Ticket:Status less than Closed.
    4. Under Conditions, select Ticket:Tags contains at least one of the following, and paste your list of tags into the text field provided.
    5. Under Actions, select Ticket: Remove tags, and paste your list of tags into the text field provided here as well.
    6. Click Save.

    The tags fields in the automations editor will accept a large amount of text, but it's not unlimited. If you find it's telling your you've entered too much text, then split your list of tags into two or more chunks, and create an automation as I've specified above for each chunk of tags.

    The next time your automations run (roughly hourly), it will start removing the tags from tickets. If you have tens of thousands or more tickets that will be affected by this, the automation may not complete in the first hour – if that's the case, it will continue to run each hour and process more tickets until the task is complete. In fact, the automation will continue to run each hour, trying to find tickets with these tags and removing them, as long is you keep the automation active. But you can re-run the Explore query you created above and that should should that the tags you've selected should be removed, and then once those tags are gone, you can deactivate the automation by going back to Business Rules > Automations, clicking the checkbox next to your tag-removing automation(s), and clicking the Deactivate button that appears.

    I realize this isn't an easy one-stop "Remove Tags" shop, but hopefully it will give you what you need for now at least.

    0
  • Nicole S.
    Zendesk Community Team

    In addition to the great workaround Dave offered, I can also say that this feature is on the product team's radar, and they are planning to tackle several items related to tags early next year - this one included. 

    0
  • Nicole S.
    Zendesk Community Team

    Hi Markus - 

    No updates at this time; it's not something that's been prioritized for development this year. Can you tell us anything more about your use-case? 

    -1

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