Using Ticket Tags in Zendesk Automations
How can I use ticket tags in macros, triggers, and automations?
Ticket tags in Zendesk can be used to add flexibility to your ticket management by attaching additional data to tickets. These tags can be utilized in automations, macros, and triggers.
For example, you can set up a trigger to add a tag to a ticket based on certain conditions, such as the origin of the ticket. This tag can then be used to create views or as a condition in other automations. Drop-down custom fields also create ticket tags and can be used similarly in business rules.
More related questions
How can I analyze ticket tag activity in Zendesk?
To analyze ticket tag activity in Zendesk, you can view the 100 most-active tags for the last two months. This list is updated daily and provides insights into how tags are being used across your tickets. To access this information, navigate to the…
How do I view all tickets where a specific tag is applied?
To view all tickets where a specific tag is applied, you can use the Tags page in Zendesk. This page shows the 100 most used tags for the past two months. If the tag you're looking for isn't on the list, you can search for tickets by tag or create…
Can I delete a tag from all non-closed tickets in Zendesk?
Yes, you can delete a tag from all non-closed tickets in Zendesk using a batch operation. However, tags cannot be deleted from closed tickets. To delete a tag, go to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Tickets…
Is it possible to export a list of all tags in Zendesk?
While the Admin Center only displays the top 100 most-used tags, you can export a full list of tags using the Zendesk Support API. To retrieve all tags, you can use the List Tags endpoint in the API documentation. This allows you to access a…
How can I prevent new tags from being created in Zendesk?
To prevent new tags from being created in Zendesk, you can manage your business rules and ensure that only predefined tags are used. One way to control tag creation is by using the 'Set Tag' action in triggers, which replaces current tags with…
How do I remove tags from follow-up tickets in Zendesk?
To remove tags from follow-up tickets in Zendesk, you can create a trigger that resets the ticket fields linked to tags. Create a trigger with conditions such as 'Ticket | Is | Created' and 'Channel | Is | Closed ticket'. Under actions, use 'Set…
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