How to Set Up Chat Tags in Zendesk - Frequently asked questions
Frequently asked questions
What are chat tags in Zendesk and how do they work?
Chat tags in Zendesk are labels that help categorize and sort chat sessions. They are selected by agents from a predefined list created by administrators. These tags are specific to individual chat conversations and are separate from API and…
How can administrators create new chat tags in Zendesk?
Administrators can create new chat tags in Zendesk in several ways. They can add tags in the Predefined Tags List under Settings > Account > Chat Tags tab. If the 'Allow Tag Creation' setting is enabled, they can also create tags while setting up a…
Can agents create their own chat tags in Zendesk?
No, agents cannot create their own chat tags in Zendesk. They must select from existing tags that have been created by administrators. Only administrators have the ability to create new tags, either in the Predefined Tags List or, if allowed,…
How do you edit the Predefined Tags List in Zendesk?
To edit the Predefined Tags List in Zendesk, navigate to Settings > Account > Chat Tags tab. You can add a new tag by typing it in the empty field or delete an existing tag by selecting it. Remember to click 'Save Changes' to apply your updates….
What happens if a tag is removed from the Predefined Tags List?
If a tag is removed from the Predefined Tags List, it can no longer be added to new chats or shortcuts. However, if the tag is already included in a shortcut, it remains available to agents through that shortcut until manually removed. The tag is…
How can you add tags to shortcuts in Zendesk?
To add tags to shortcuts in Zendesk, create or edit a shortcut and enter the desired tags in the Tags field. Depending on your settings, you might also have the option to create a new tag. Remember to click 'Save Changes' to apply the tags to the…
Can you create tags during a chat session in Zendesk?
Yes, if the 'Allow Tag Creation' setting is enabled, administrators can create tags during a chat session. In the chat panel, click 'click to add tags' in the Tags field, start typing the new tag, and select 'Create new tag'. Don't forget to click…
How do you manage tags in chat history in Zendesk?
Administrators can manage tags in chat history by selecting History from the dashboard, choosing a chat, and clicking the pencil icon next to Tags. They can delete, add, or create new tags, which are then added to the predefined list. Most agents…
Can existing chat tags be edited in Zendesk?
No, existing chat tags cannot be renamed or edited in Zendesk. You can replace an old tag with a new one, but this does not rename the original tag. The original tag will still exist until it is removed from the…
Are chat tags synced to Zendesk Support tickets?
Yes, chat tags are synced to Zendesk Support tickets when the visitor leaves the chat, for both manually and automatically created tickets. However, it might take up to five minutes for this information to appear in the…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
