Automatically tagging tickets from specific users and organizations

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<p class="p">All customers are important, but every business has their VIPs. Maybe it’s a big account, maybe it’s the paid users on your premium product, or maybe you just want to make sure tickets from some people get a bit more visibility.</p>
<p class="p">One of the most powerful things you can do with tickets is to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" rel="noopener" target="_blank">use triggers to route them to the right people and groups as they come in</a>. User and organization tagging is an invaluable tool for doing this and one that you should definitely consider using.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_qbn_r5g_vt">
<li class="li"><a class="xref" href="#topic_h4l_4gp_tsb">Turning on tags for users and organizations</a></li>
<li class="li"><a class="xref" href="#topic_flq_mhp_tsb">Tagging a user</a></li>
<li class="li"><a class="xref" href="#topic_csx_r3p_tsb">Tagging a bunch of users</a></li>
<li class="li"><a class="xref" href="#topic_hxj_y3p_tsb">Taking advantage of user and organization tags</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_h4l_4gp_tsb">
<h2 class="title topictitle2" id="ariaid-title2">Turning on tags for users and organizations</h2>
<div class="body">
<p class="p">An administrator can turn on tags for users and organizations in Zendesk Support. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658#topic_czm_tew_qc" rel="noopener" target="_blank">Enabling user and organization tagging</a>.</p>
<p class="p"><strong class="ph b">To turn on user and organization tags</strong></p>
<ol class="ol" id="topic_h4l_4gp_tsb__ol_s5q_2hp_tsb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" rel="noopener" target="_blank">Admin Center</a>, click <img class="image" id="topic_h4l_4gp_tsb__d7e482" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png"> <strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Configuration &gt; End users</strong>.</span></li>
<li class="li">In the section <strong class="ph b">Tags on users and organizations</strong>, click <strong class="ph b">Enabled</strong>.</li>
<li class="li">Click <strong class="ph b">Save Tab</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_flq_mhp_tsb">
<h2 class="title topictitle2" id="ariaid-title3">Tagging a user</h2>
<div class="body">
<p class="p">After you've turned user and organization tagging on, you can go ahead and add tags to users. You can add tags to users on their user profile page in the tags ticket field. To navigate to a user's profile, you can search for them using the Search icon (<img class="image" id="topic_flq_mhp_tsb__image_k4l_zhp_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png">), select the tab for the ticket's requester profile in a ticket, or select them from the list in the <strong class="ph b">Customers</strong> (<img class="image" id="topic_flq_mhp_tsb__image_wbw_4hp_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) page.</p>
<p class="p">In the image below, you can see the new Tags field on the user profile. The <strong class="ph b">VIP</strong> tag has been added to this user.</p>
<p class="p"><img class="image img-screenshot" id="topic_flq_mhp_tsb__image_eyn_lpp_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_user_tags2.png" width="200"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_csx_r3p_tsb">
<h2 class="title topictitle2" id="ariaid-title4">Tagging a bunch of users</h2>
<div class="body">
<p class="p">Tagging one user at a time is all well and good, but it's not necessarily scalable. That’s where organization tagging really shines. You can add tags to organizations by navigating to the <strong class="ph b">Organizations</strong> (<img class="image" id="topic_csx_r3p_tsb__image_dlw_t3p_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) page, then selecting an organization. You will see the same tags field as in a user's profile.</p>
<p class="p">You can use organization tagging, for example, to make sure that all tickets from your premium users are tagged. If you've already sorted your customers into organizations and you have more than one VIP organization, you can add the same tags to any number of organizations you want.</p>
<p class="p">You can also add tags when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893496218" rel="noopener" target="_blank">bulk importing or bulk updating users and organizations</a>.</p>
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</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_hxj_y3p_tsb">
<h2 class="title topictitle2" id="ariaid-title5">Taking advantage of user and organization tags</h2>
<div class="body">
<p class="p">In Zendesk Support, there are any number of things you can do with tags. You can limit access to forums, you can do more accurate ticket searches, and you can create views. Because a user's tags are automatically added to their tickets, you can also create conditions based on those tags in your automations and triggers. For a full breakdown, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893496218" rel="noopener" target="_blank">Adding tag to users and organizations</a>.</p>
<p class="p">The following sections will discuss some common uses for user and organization tags:</p>
<ul class="ul" id="topic_hxj_y3p_tsb__ul_vjx_krp_tsb">
<li class="li"><a class="xref" href="#topic_w4w_kkp_tsb">Replying automatically to your VIP tickets</a></li>
<li class="li"><a class="xref" href="#topic_mgv_hjp_tsb">Routing your VIP tickets to a premium support group</a></li>
<li class="li"><a class="xref" href="#topic_jrv_5jp_tsb">Setting ticket priority by user and organization</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_w4w_kkp_tsb">
<h3 class="title topictitle3" id="ariaid-title6">Replying automatically to your VIP tickets</h3>
<div class="body">
<p class="p">One common use case is using a tag in a trigger to automatically reply to tickets. For example, to make sure all your VIP customers get the attention they deserve, you can create a special email notification to automatically reply when they submit tickets. You create new triggers in <span class="ph">Admin Center &gt; Objects and rules &gt; Business rules &gt; Triggers</span>.</p>
<p class="p">You can use the example trigger below to ensure your VIP customers receive a custom email notification.</p>
<p class="p"><img class="image img-screenshot" id="topic_w4w_kkp_tsb__image_rmr_dpp_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/vip_trigger_email_condition.png" width="600"></p>
<p class="p"><img class="image img-screenshot" id="topic_w4w_kkp_tsb__image_jtf_gpp_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/vip_trigger_email_action.png" width="600"></p>
<p class="p">Meet all of the following conditions:</p>
<ul class="ul" id="topic_w4w_kkp_tsb__ul_xv1_cnp_tsb">
<li class="li">Ticket is Created</li>
<li class="li">Tags Contains at least one of the following VIP</li>
</ul>
<p class="p">Perform these actions:</p>
<ul class="ul" id="topic_w4w_kkp_tsb__ul_yv1_cnp_tsb">
<li class="li">Email user (requester)</li>
</ul>
<p class="p">This trigger looks for tickets created with the VIP tag and sends a custom, automated email notification to the customer.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_mgv_hjp_tsb">
<h3 class="title topictitle3" id="ariaid-title7">Routing your VIP tickets to a premium support group</h3>
<div class="body">
<p class="p">Another common use case is using a tag in a trigger to automatically route tickets. For example, to make sure that all of your VIP tickets go to a Premium Support Group, create a trigger similar to the one below.</p>
<p class="p">You can use the example trigger below to ensure your tickets route to the correct group.</p>
<p class="p"><img class="image img-screenshot" id="topic_mgv_hjp_tsb__image_fxd_rpp_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_conditions_sttement2.png" width="600"></p>
<p class="p">Meet all of the following conditions:</p>
<ul class="ul" id="topic_mgv_hjp_tsb__ul_ljy_rjp_tsb">
<li class="li">Ticket is Created</li>
<li class="li">Tags Contains at least one of the following VIP</li>
</ul>
<p class="p">Perform these actions:</p>
<ul class="ul" id="topic_mgv_hjp_tsb__ul_mjy_rjp_tsb">
<li class="li">Group Premium Support Group</li>
<li class="li">Email Group (assigned group)</li>
</ul>
<p class="p">This trigger looks for tickets created with the VIP tag and assigns them to the right group. It also sends an email notification to the group.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_jrv_5jp_tsb">
<h3 class="title topictitle3" id="ariaid-title8">Setting ticket priority by user and organization</h3>
<div class="body">
<p class="p">In addition to sending your VIP tickets to a specific support group, you can assign them a higher priority than your other tickets. The example below shows the same trigger as above, but also sets the ticket priority to <strong class="ph b">Urgent</strong>.</p>
<p class="p">To automatically set the priority, you can add the action <strong class="ph b">Priority</strong> is <strong class="ph b">Urgent</strong> to the trigger.</p>
<p class="p"><img class="image img-screenshot" id="topic_jrv_5jp_tsb__image_tm2_xpp_tsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/trigger_actions_priority2.png" width="600"></p>
</div>
</div>
</div>
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