How to reflect/transfer user tags from Zendesk support to Zendesk chat

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  • Brett - Community Manager
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    Hey Pedro,

    I did some digging on my end and it looks like Support tags are not synced over to Chat. If you want these tags to carry over, you'll need to use the API. If you're looking to use tags to auto-assign chats to specific agents, you'll want to take a look at the following article: Routing chats based on agent skills

    While we use the phrase tags in both Support and Chat, there isn't exactly a 1-to-1 relationship between the two.

    Let me know if you have any other questions for me!

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  • Pedro Reis
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    Hi Brett, 

    I think you are missing the point here.

    We implemented JWT token to authenticate and tag users (based on the information from our platform) in Zendesk Support. The problem is that the user tagging is not reflected on Zendesk chat user profile. How can we make this happen?

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  • Brett - Community Manager
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    Hey Pedro,

    I appreciate the clarification!

    I double-checked with one of our Chat experts and was informed that it's not possible at all to sync over Support user tags to a given Chat user's set of tags.

    That being said, since you have a user database, it could be possible to communicate with the DB to look up the user and apply the chat tags with the Web Widget/Chat API

    Hope this helps!

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  • Pedro Reis
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    Hi Brett, 

    I had reviewed the chat API before, but I have not seen any mechanism that could enable us to do it. Can you be more specific and point us the correct direction?

    Thank you.

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  • Brett - Community Manager
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    Hey Pedro,

    I'm going to bring this into a ticket so our Customer Advocacy team can provide some additional guidance for you.

    This is outside my knowledge but they should be able to assist further.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Pedro Reis
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    Hey Brett, 

    I really appreciate it and that exactly what I initially did, but they were the ones to ask me to put this on the community to get help (support ticket 5068978).

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