Working with ticket tags

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<p id="docs-ai-summary-content">Use ticket tags to add context to customer inquiries, making it easier to track and manage them. You can add, delete, and search for tags, and create views based on them. Tags help organize tickets and streamline workflows. Remember, use specific tags and avoid common words to maintain effectiveness. Ensure tag formatting is consistent to avoid issues with triggers and searches.</p>
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<p class="p">Tags are words, or combinations of words, you can use to add more context to
tickets (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888664474-About-tags" target="_blank">About tags</a>). Depending on your
support workflow, you might want to add tags to provide more context for the
request so that tickets can be viewed and tracked, or processed by your
account's business rules.</p>
<p class="p">Agents can add or remove tags in tickets, create views based on ticket tags, and
search for tickets by tags. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Agents in custom roles</a> can add
and remove tags only if their custom role allows it.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_ggf_rrg_vt">
<li class="li"><a class="xref" href="#topic_vwg_ola_vb">Adding tags to tickets</a></li>
<li class="li"><a class="xref" href="#topic_usl_l34_bfb">Deleting tags from tickets</a></li>
<li class="li"><a class="xref" href="#topic_cvw_rma_vb">Creating views based on ticket tags</a></li>
<li class="li"><a class="xref" href="#topic_ntk_ina_vb">Searching for tickets by tags</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vwg_ola_vb">
<h2 class="title topictitle2" id="ariaid-title2">Adding tags to tickets</h2>
<div class="body">
<p class="p">Agents can manually add tags to tickets to add more context. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Agents in custom roles</a>
can add and remove tags only if their custom role allows it.</p>
<p class="p">There's no limit on the number of tags for a ticket, but there is a limit
on the total number of characters in the Tags field. The Tag field
supports up to 5,096 characters. After you reach this limit, you
will no longer be able to add more tags. None of your existing tags
will be automatically removed.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Avoid adding tags for common words, such as 'and'
and 'the.' These words will generate a high number of tags,
making automatic tagging a much less useful tool. If you've
already created common words as tags, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846535834--Update-Managing-ticket-tags#topic_twq_xla_vb" target="_blank">delete</a> them.</div>
</div>
<p class="p">The following video gives you an overview of how to add tags to your tickets:</p>
<p class="p"><iframe allowfullscreen="true" controls="controls" height="225" src="https://fast.wistia.net/embed/iframe/1u8kdli76z" width="400"></iframe></p>
<p class="p">Adding tags to tickets [0:54]</p>
<div class="p">
<strong class="ph b">To add tags to a ticket</strong><ol class="ol" id="topic_vwg_ola_vb__ol_esl_tla_vb">
<li class="li">Create or edit a ticket.</li>
<li class="li">Enter new tags (max 5,096 characters per tag), separated
by a space, in <strong class="ph b">Tags</strong>. <div class="p">
<ul class="ul" id="topic_vwg_ola_vb__ul_onz_4vn_z2b">
<li class="li">If the tag you are typing does not exist, it
will be created when you press Enter.</li>
<li class="li">If the tag you are typing exists, and it is
one of the 15 most used tags in a ticket in the
last 60 days, then autocomplete displays those
tags for you to choose
from.<p class="p">For example, if you begin
typing <code class="ph codeph">cust</code>, the tags
<code class="ph codeph">vip_customer</code> and
<code class="ph codeph">customer_feedback</code> will show up;
however, <code class="ph codeph">locust_street</code> will
not.</p>
<p class="p"><img class="image" height="NaN" id="topic_vwg_ola_vb__image_edc_qvp_xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tags_auto_suggest.png" width="NaN"></p>
</li>
</ul>
</div>
<p class="p">For more information
about formatting your tags, see <a class="xref" href="#topic_ayh_32l_c3c">About tag
formatting</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to create or update the
ticket.<p class="p">The tags are added to the ticket. It
takes up to 24 hours for tags to appear in the tag
cloud and for the tag autofill feature to take
effect. </p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ayh_32l_c3c">
<h3 class="title topictitle3" id="ariaid-title3">About tag formatting</h3>
<div class="body">
<p class="p">As you enter a tag in the Tags field, note the following:</p>
<div class="p">
<ul class="ul" id="topic_ayh_32l_c3c__ul_kwj_k2l_c3c">
<li class="li">You can use only alphanumeric, dash, underscore,
colon, and the forward slash characters.</li>
<li class="li">You can't use other special characters, such as
#, @, or !. If you try to add tags with characters
that are not allowed, they disappear when the
ticket is updated. </li>
<li class="li">Zendesk supports UTF-8 (Unicode). All languages
supported by Zendesk can be added to tags.</li>
<li class="li">You can create a tag with more than one word if
the words are connected with an underscore, dash,
or forward slash character. <p class="p">Zendesk recommends
being consistent with the character you use to
connect multiple words in tags. Multiple words
connected with an underscore will be treated as a
different tag from the same words connected by a
dash or forward slash. For example, a trigger
that's configured to work on a ticket with a
customer_refund tag will not work on ticket with a
customer-refund or customer/refund tag unless all
three tags are added to the trigger condition.
They have to be an exact match.</p>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_usl_l34_bfb">
<h2 class="title topictitle2" id="ariaid-title4">Deleting tags from tickets</h2>
<div class="body">
<p class="p">Agents can delete tags on one ticket at a time. Deleting a tag from a
ticket only removes the tag from that ticket; the tag will still
appear on other tickets and in your account as a suggestion. If a
tag hasn't been used for 60 days, it no longer appears as a
suggestion. </p>
<p class="p">Admins can use a batch operation to remove a tag from all open tickets
that contain the tag. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846535834--Update-Managing-ticket-tags#topic_twq_xla_vb" target="_blank">Deleting
a tag and removing it from all non-closed
tickets</a>.</p>
<p class="p"><strong class="ph b">To delete tags from a ticket</strong></p>
<ol class="ol" id="topic_usl_l34_bfb__ol_ozz_p34_bfb">
<li class="li">Open a non-closed ticket. <p class="p">You cannot delete tags from closed
tickets.</p>
</li>
<li class="li">In the <strong class="ph b">Tags</strong> field of the ticket, click the close box (x)
for the tags you want to delete. The tag is removed from the
ticket.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_cvw_rma_vb">
<h2 class="title topictitle2" id="ariaid-title5">Creating views based on ticket tags</h2>
<div class="body">
<p class="p">You can add tags as conditions in views, which enables you to quickly
view all tickets that contain specific tags. Agents can create
personal views for their own use. Admins can create shared views.
You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846535834--Update-Managing-ticket-tags#topic_hrf_1xn_bfb" target="_blank">view all
tickets where a tag is applied</a>.</p>
<div class="p">
<strong class="ph b">To create views by tags</strong><ol class="ol" id="topic_cvw_rma_vb__ol_meu_vma_vb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-manage-ticket-workflow#topic_vcr_xfp_ec" target="_blank">Create a new view</a>, or
open an existing view for editing.</li>
<li class="li">Add a <strong class="ph b">Tags</strong> condition.</li>
<li class="li">Choose the condition operator <strong class="ph b">Contains at least one
of the following</strong>.</li>
<li class="li">Enter one or more tags (separated with a space).</li>
<li class="li">Add any other conditions that you'd like (for example,
adding a condition for open tickets).</li>
<li class="li">Set the view formatting options as needed.</li>
<li class="li">Click <strong class="ph b">Add View</strong>.</li>
</ol>
</div>
<p class="p">Your new view is listed in the Views menu.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ntk_ina_vb">
<h2 class="title topictitle2" id="ariaid-title6">Searching for tickets by tags</h2>
<div class="body">
<p class="p">You can search for tags contained in tickets and forum articles. Using
the search box, enter the name of the tag and the search results
will display all the tickets and forum articles that contain the
tag. </p>
<div class="p">You can further improve your search results for tags by using property
keywords in your searches. For tags, the property keyword is called
‘tags’ and is used like this:<pre class="pre">tags:installation</pre>
</div>
<p class="p">Your search results will contain only occurrences of the word
‘installation’ when used as a tag.</p>
<div class="p">When searching for tags, you must use the exact tag string or your search
will fail. For example. if you've got a multi-word tag called
about_sales a search for sales will not return this tag. You need to
search for the exact string:<pre class="pre">tags:about_sales</pre>
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