Tags are words, or combinations of words, you can use to add more context to tickets (seeAbout tags). This article describes how you can manage ticket tags for your Zendesk account. You must be an administrator to do the tag management tasks described in this article.
This article contains the following sections:
Related topics:
Analyzing ticket tag activity
Zendesk Support provides you with a view into the tags that have been applied to your tickets. Admins can view the 100 most-active tags for the last two months. This list is updated daily.
- InAdmin Center, click
Objects and rulesin the sidebar, then selectTickets > Tags.
You can click a tag in the cloud to display the list of tickets that include the tag. You can also view all the forum topics that include the tag.
Viewing all tickets where a tag is applied
To help you manage tags, it can be useful to see where the tag is applied.
The Tags admin page displays the top 100 most-used tags for the past two months. If the tag you're looking for isn't on the list, you cansearch for tickets by tag. You can alsocreate a viewto see all tickets based on a specific tag.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectTickets > Tags.
A list of the most popular tags (the top 100) for the past two months appears. The tag name includes the number of times the tag has been applied. For example,sales_lead (326).
- Click a tag to view all tickets where the tag is applied.
A list of tickets that include the tag appears. Each ticket in the list includes the subject, requested date, last updated date (based on anyticket update), current ticket status, and current ticket priority.
To open a ticket, select it from the list.
Deleting a tag and removing it from all non-closed tickets
You can use a batch operation to remove a tag from all open tickets that contain the tag. Tags can't be deleted from closed tickets. You can also edit each ticket manually to delete individual tags from a ticket (seeDeleting tags from tickets).
Deleting a tag from all non-closed tickets doesn't delete the tag from your account immediately. Deleted tags may still appear as suggestions in your account until the closed tickets that contain the tag are retired out of the list and the tag isn't used again for 60 days. Once this happens, the tag will no longer appear as a suggestion. Also, deleting tags from tickets doesn't remove references to them in automations, macros, and triggers.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectTickets > Tags.
- Click the tag that you want to delete.
- At the bottom of the tag activity detail screen, clickRemove tag [tag name] from all topics and open tickets.
- ClickOKto confirm that you want to proceed.
Using ticket tags in macros, triggers, and automations
Adding tags to your tickets gives you even more flexibility to track, manage, and interact with your tickets. They can be used to attach additional data to your tickets, which you can then use in your automations, macros, and triggers. You can use business rules to add, remove, or set tags. If you select theset tagsaction, the current tags will be replaced with the tags you enter.
As an example, let's look at how a tag can be used in a trigger. If you use email subdomains, you may have set up a subdomain to track the tickets that are generated through responses to your newsletter. You can set up a trigger to check for the origin of the ticket using theTicket received atcondition, as shown here:
You can then add an action that adds a tag to the ticket, as shown here:
You can then use this tag to create a view that shows you all the tickets that have been created from newsletter responses. You can also use the tag as a condition or an action in some other automation, macro, or trigger. For example you might want to exclude this tag for some reason when you're defining the selection of tickets you want to be acted on by a trigger, as shown here:
标记一个下拉还定制字段创建机票d they can also be used in automations, macros, and triggers as well.
31 Comments
If your account supports addingcustom roles, you can restrict and set the permissions to a specific role to disable the ability to edit tags.
本地、代理权限是孤注一掷的标签in Zendesk Support by default. On the other hand, theTag Locker appallows you to limit access to certain tags based on you use-case. I hope that helps!
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