How to Use the Tag Locker App - Frequently asked questions
Frequently asked questions
What is the Tag Locker app and why is it being discontinued?
The Tag Locker app was designed to help control the use of tags within Zendesk tickets, allowing admins to limit agents to a pre-defined set of tags. However, it will be discontinued on August 29, 2024, as its capabilities are now available…
How do agents use the Tag Locker app to manage tags?
Agents can use the Tag Locker app to manage tags by viewing available tags in the 'Available tags' field and current tags in the 'Current tags' field on a ticket. They can add tags by clicking the green plus icon next to the tag name and remove…
Can agents override Tag Locker settings using macros?
Yes, agents can override Tag Locker settings using macros. While the app is designed to prevent manual mistakes in tagging, macros are not restricted by the app's settings. This means that agents can use macros to edit tags, even those that are…
What happens if required tags are not added before solving a ticket?
If the Tag Locker app settings specify required tags to solve a ticket, agents will see a list of these tags in the app. The app will block the agent from solving the ticket until all required tags have been added. This feature ensures that…
Can the Tag Locker app be moved to the left sidebar in Zendesk?
Currently, it is not possible to move the Tag Locker app to the left sidebar in Zendesk. The app is accessed via the 'Apps' button on the upper-right side of the ticket page. This placement is fixed and cannot be customized to appear in the left…
How can I troubleshoot issues with the Tags available by group section?
If you're experiencing issues with the Tags available by group section, such as the app breaking and tags not becoming available, ensure that the formatting is correct. It's important to input the complete list in the agents tag and then filter the…
What are the alternatives to the Tag Locker app after its discontinuation?
After the discontinuation of the Tag Locker app, its functionalities are now available natively within Zendesk's Agent Workspace interface. This integration allows for a more seamless tagging process without the need for an additional app. Agents…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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