Automatically Tag Tickets - Frequently asked questions
Frequently asked questions
How do I enable user and organization tagging in Zendesk?
To enable user and organization tagging in Zendesk, you need to access the Admin Center. Navigate to the 'People' section in the sidebar, then select 'Configuration' followed by 'End users'. In the 'Tags on users and organizations' section, click…
How can I add tags to a user in Zendesk?
Once user and organization tagging is enabled, you can add tags to a user by accessing their profile page. You can find a user's profile by searching for them, selecting the requester's profile tab in a ticket, or choosing them from the Customers…
Can I tag multiple users at once in Zendesk?
Yes, you can tag multiple users at once in Zendesk by using organization tagging. Navigate to the 'Organizations' page, select an organization, and add tags in the same way you would for a single user. This method is efficient for tagging all…
What are the benefits of using user and organization tags in Zendesk?
User and organization tags in Zendesk offer numerous benefits, such as limiting access to forums, improving ticket searches, and creating views. Tags are automatically added to a user's tickets, allowing you to create conditions in automations and…
How can I automatically reply to VIP tickets in Zendesk?
To automatically reply to VIP tickets in Zendesk, you can create a trigger that sends a custom email notification when a ticket with a VIP tag is created. This ensures that your VIP customers receive immediate attention. In the Admin Center, go to…
How do I route VIP tickets to a premium support group in Zendesk?
Routing VIP tickets to a premium support group in Zendesk can be achieved by creating a trigger that assigns tickets with a VIP tag to the desired group. This ensures that your most important tickets are handled by the right team. To set this up,…
How can I set ticket priority by user and organization in Zendesk?
In Zendesk, you can set ticket priority by user and organization using triggers. By adding a 'Priority is Urgent' action to a trigger that checks for specific tags, you can ensure that tickets from VIP users or organizations are prioritized. This…
Can I add a tag based on a custom text field in Zendesk?
Currently, Zendesk does not support adding tags directly based on a custom text field. This can be challenging if you want to create views based on dynamic fields like an organization's account executive. However, you can manually update tags when…
How can I report on agents with specific tags in Zendesk?
To report on agents with specific tags in Zendesk, you can use the Search Users API endpoint to retrieve a list of agents and their tags. This method allows you to export the data in JSON format, which can then be converted to CSV or XLS for easier…
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