Understanding Zendesk Chat Tags
What are the different types of tags in Zendesk Chat?
Zendesk Chat offers two types of tags: Chat tags and Javascript API/trigger tags. Chat tags are used to categorize chat sessions based on the content of the conversation, such as tagging a chat with 'reportingissue' if a customer is having issues with your reporting feature. On the other hand, Javascript API and trigger tags provide more general information about the visitor, like tagging a visitor as 'returningcustomer' if they have previously purchased something on your website.
These tags differ in how they are added, stored, and displayed. Chat tags are added directly in the chat panel or through shortcuts, while Javascript API and trigger tags are added via API calls or triggers. Both types of tags can be searched using the advanced search Tags field in History. For more details, you can refer to theoriginal Zendesk documentation.
More related questions
How are chat tags added and removed in Zendesk Chat?
Chat tags in Zendesk Chat can be added and removed directly in the chat panel or by using shortcuts with associated chat tags. You can also manage them in the History for past chats and offline messages. This allows you to categorize chat sessions…
How can I add Javascript API and trigger tags in Zendesk Chat?
Javascript API and trigger tags in Zendesk Chat can be added through API calls using the addTags and removeTags functions, or by setting up triggers with the actions Add tag and Remove tag. These tags are used to add details about a visitor based…
What are the limitations on formatting tags in Zendesk Chat?
In Zendesk Chat, chat tags have a 140-character limit and cannot contain blank spaces or special characters. This ensures that tags are concise and easy to manage. On the other hand, Javascript API and trigger tags can include blank spaces and…
How can I search for tags in Zendesk Chat?
You can search for both chat tags and Javascript API/trigger tags using the advanced search Tags field in the History section of Zendesk Chat. This feature allows you to easily find and review past chat sessions and offline messages based on the…
How are available tags determined in Zendesk Chat?
In Zendesk Chat, available chat tags are determined by admins who add new tags to the Predefined List. Depending on the settings, admins can also create tags on the fly in shortcuts and the chat panel. Agents, however, can only select from existing…
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