My organization tag is overwriting a user tag

Issue symptoms

Why does my organization tag overwrite a user tag when both tags appear as tag values in a custom ticket field?

Resolution steps

When you create a ticket, Zendesk Support adds organization and user tags to the ticket. If a custom field uses the same tag values and you do not select a value, a race condition can overwrite one of the tags.

The organization tag usually overwrites the user tag. In some cases, the user tag can overwrite the organization tag due to the same race condition.

To avoid this race condition, use different tags for organizations, users, and any custom field.

For more information, see these articles:

User and organization tags in business rules

Using custom fields