Understanding Tags in Zendesk: Usage and Benefits
What are tags in Zendesk and how can they be used?
Tags in Zendesk are words or combinations of words that add context to tickets and topics. They can be applied to tickets, users, and organizations to help manage and customize your support workflow. For instance, you might tag sales inquiries with 'sales' or 'about_sales' to track them easily.
Tags offer flexibility in creating custom workflows. Agents can manually add tags, or admins can enable automatic tagging based on keywords. Tags can also be used in business rules like automations, macros, and triggers, and they can be added to users and organizations, automatically applying them to tickets. You can search for tickets by tag, create views and reports, and analyze tag use to understand support trends. For more details, check out theoriginal Zendesk article.
More related questions
Can I delete or edit tags in Zendesk?
You cannot directly delete or edit tags in Zendesk, but you can remove them from tickets. Tags are not like ticket fields that update across all tickets when changed. You can remove tags from open tickets, but once a ticket is closed, the tag…
Is it possible to make tags required in Zendesk?
Unfortunately, you cannot make tags required in Zendesk. However, you can create a workaround by using a custom drop-down field listing all necessary tags and making that field required to solve a ticket. To do this, go to Admin Center, select…
How can I create a list of tags for agents to use in Zendesk?
Zendesk doesn't natively support creating a predefined list of tags for agents, but you can use the 'Tag Locker' app. This app disables the native 'Tags' field on tickets and allows admins to configure a set of tags that agents can add or remove….
Can I add tags in Zendesk without attaching them to a ticket?
Currently, you cannot add tags in Zendesk without attaching them to at least one ticket. Tags must be created by adding them to a ticket, either through the Support UI or via API. While it would be helpful to import or add tags without a ticket,…
How can I export a list of tags from Zendesk?
To export a list of tags from Zendesk, you can use the List Tags API endpoint. This allows you to pull a list of the 20,000 most popular tags used in the last 60 days. While you can view tags in the admin center, they are split over multiple pages….
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