Restricting Agents from Editing Tags in Zendesk
Is it possible to restrict agents from editing tags in Zendesk?
Currently, it's not possible to restrict agents from editing tags while allowing macros to add them.
The only workaround is using the Update Ticket API to manage tag permissions. This limitation means agents can manually add or remove tags unless restricted by their custom role settings.
More related questions
How can I add tags to a Zendesk ticket?
Adding tags to a Zendesk ticket is a straightforward process. You can manually add tags to provide more context to a ticket. To add tags, create or edit a ticket and enter new tags in the Tags field, separated by a space. If the tag doesn't exist,…
Can I delete tags from a Zendesk ticket?
Yes, you can delete tags from a Zendesk ticket, but only from non-closed tickets. To delete a tag, open the ticket and click the close box (x) next to the tag in the Tags field. This removes the tag from that specific ticket, but it will still…
How can I create views based on ticket tags in Zendesk?
Creating views based on ticket tags in Zendesk allows you to quickly access tickets with specific tags. To create a view, go to Admin Center, click Workspaces, then Agent tools > Views. Create a new view or edit an existing one, add a Tags…
How do I search for tickets by tags in Zendesk?
Searching for tickets by tags in Zendesk is simple and effective for finding specific tickets. Use the search box and enter the tag name. The search results will display all tickets and forum articles containing that tag. For more precise results,…
What are the character limitations for tags in Zendesk?
While there is no character limit for a single tag in Zendesk, the Tags field has a maximum of 5096 characters. This means you can add as many tags as you want to a ticket, as long as the total character count of all tags does not exceed 5096. Once…
Can I automate tagging based on ticket content in Zendesk?
Yes, Zendesk offers built-in automatic tagging, but it may add unnecessary tags. Automatic tagging can sometimes misinterpret ticket content, especially if dropdown field values have common names. To avoid this, ensure dropdown field tags are…
How can I ensure tags are added to tickets from specific channels in Zendesk?
You can create triggers to add tags to tickets from specific channels like Help Center or Web forms. In Admin Center, create a trigger with conditions such as Ticket: Channel > Is > Web Form and Ticket Form > Is > [specific form]. Then, set the…
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