Using Tags to Manage Workflow in Zendesk
How can tags be used to manage workflow in Zendesk?
Tags in Zendesk are a versatile tool for managing workflow. They can be added to tickets automatically based on request content, manually by agents, or through triggers, automations, and macros.
Tags help categorize, act on, or search for tickets, and can be used to create views, search for tickets, and generate reports. They are particularly useful for locating answers to previously resolved requests, monitoring trends, and creating custom workflows. For more on using tags, check out theZendesk help documentation.
More related questions
How can macros streamline ticket handling in Zendesk?
Macros in Zendesk are a great way to streamline repetitive ticket handling tasks. They allow you to create standard responses that agents can apply to tickets, which is especially useful for issues affecting multiple people. Macros can also update…
What are triggers in Zendesk and how do they work?
Triggers in Zendesk are automated actions that occur when a ticket is created or updated. They are based on conditions and actions: if the conditions are met, the actions are executed. This can include modifying ticket properties or sending email…
How do automations differ from triggers in Zendesk?
Automations in Zendesk differ from triggers in that they are time-based, activating actions based on events in time rather than ticket events. They run once every hour and only on tickets created or updated in the last 28 days. For example, an…
How can I notify external targets about ticket events in Zendesk?
In Zendesk, you can notify external targets about ticket events by setting up external targets. This allows you to communicate with cloud-based applications and services, such as X (formerly Twitter) and Twilio, as well as HTTP and email. Once…
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