Adding tags to users and organizations

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<p id="docs-ai-summary-content">Enhance your ticket workflow by adding tags to users and organizations, which can be used in business rules and to restrict Help Center access. Tags can be added manually, during bulk import, or via API. Manage tags through the Admin Center, and use them in automations, triggers, and searches. Note that tags are added to new tickets and can influence business rules.</p>
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<div class="body">
<p class="p">Tags can be added to users and organizations and these tags can then be used in
business rules to manage the ticket workflow and to restrict access to Help
Center content. </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_olv_kmn_dsb">About user and organization tagging</a></li>
<li class="li"><a class="xref" href="#topic_czm_tew_qc">Enabling user and
organization tagging</a></li>
<li class="li"><a class="xref" href="#topic_hjy_afw_qc">Adding tags to
users and organizations</a></li>
<li class="li"><a class="xref" href="#topic_bdp_thw_qc">Managing user and
organization tags</a></li>
<li class="li"><a class="xref" href="#topic_lry_ifw_qc">User and
organization tags in business rules</a></li>
<li class="li"><a class="xref" href="#topic_tkd_ehd_rc">User and
organization tag placeholders</a></li>
<li class="li"><a class="xref" href="#topic_alr_gfw_qc">Searching for user
and organization tags</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_olv_kmn_dsb">
<h2 class="title topictitle2" id="ariaid-title2">About user and organization tagging</h2>
<div class="body">
<p class="p">Tagging users and organizations provides you with a way to add more data
about each and then act on that data. For example, you can tag an
organization or a user and then add the tag to a trigger to escalate
the ticket to a specific support group. </p>
<p class="p">A user's tags, and the tags of the organization to which they belong, are
added to their tickets. In other words, if a user is tagged with
<em class="ph i">manager</em> and belongs to an organization tagged with
<em class="ph i">premium</em>, all the user's tickets will contain both of
those tags. If a user belongs to multiple organizations, only the
organization tags that are associated with the organization set on
the ticket are added, not all the tags from all the user's
organizations. </p>
<p class="p">You can add tags manually when adding or editing users and organizations,
during a bulk import, via the Zendesk API, and via enterprise single
sign-on (JWT and SAML). Agents can add tags to end user profiles.
Administrators can add tags to agent and end user profiles and to
organizations. On Enterprise, agents who have a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom
role</a> with the correct permissions can also
add tags to organizations. </p>
<p class="p">User and organization tags can be used in business rules and they can be
referenced as placeholders and as data in Liquid markup code. </p>
<p class="p">Tags can also be used to restrict access to Help Center content (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824005914" target="_blank">Restricting access to knowledge base
content</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845814170" target="_blank">Restricting access to community
content</a>). </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_czm_tew_qc">
<h2 class="title topictitle2" id="ariaid-title3">Enabling user and organization tagging</h2>
<div class="body">
<p class="p">An administrator can enable user and organization tagging. </p>
<div class="p">
<strong class="ph b">To enable user and organization tagging</strong><ol class="ol" id="topic_czm_tew_qc__ol_yab_wew_qc">
<li class="li"><span class="ph" id="topic_czm_tew_qc__end_users">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Admin Center</a>, click
the <strong class="ph b">People</strong> icon (<img class="image" id="topic_czm_tew_qc__image_dpd_mvd_wqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar, then
select <strong class="ph b">Configuration &gt; End
users</strong>.</span></li>
<li class="li">In the <strong class="ph b">Tags on users and organizations</strong> section,
click <strong class="ph b">Enabled</strong>. </li>
<li class="li">Click <strong class="ph b">Save Tab</strong>.</li>
</ol>
</div>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> If you want to add tags during a bulk import or via the
Zendesk API, Remote Authentication, or SAML, you also must
first enable this setting. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hjy_afw_qc">
<h2 class="title topictitle2" id="ariaid-title4">Adding tags to users and organizations</h2>
<div class="body">
<p class="p">Tags can be added when manually adding or editing users and
organizations, when bulk importing user and organization data, and
via the Zendesk API, Remote Authentication, and SAML.</p>
<div class="note">
<span class="notetitle">Note:</span> If you've added a custom user field that lets a user specify a tag, then you can also add a tag to a user by creating a
trigger with the <code class="ph codeph">Requester: [custom field]</code> action.
For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822051866" target="_blank">Adding custom fields to
users</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882#topic_ncz_4kz_1cb" target="_blank">Building trigger action
statements</a>.</div>
<p class="p">In Zendesk Support, you add tags in the user's profile page and in the
organization settings page. After signing in, users can view all
tags associated with their profile by accessing the Help Center
source code. </p>
<p class="p">Only administrators can add tags to agent profiles. Agents cannot add
tags to other agents' profiles.</p>
<p class="p">The user and organization tags are added to new tickets submitted after
this feature has been enabled, not retroactively to a user's
existing tickets. Also, these tags are only added when tickets are
created, not when they're updated. </p>
<p class="p">The exception to this is when you update a ticket to change the requester
or organization. If you change a ticket's requester to another user,
the original requester's tags are removed and the new requester's
tags are added. If you only change the organization, without
changing the requester, the original organization's tags are removed
and the new organization's tags are added.</p>
<p class="p">For information about adding tags during bulk imports, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893496218" target="_blank">Bulk importing users and
organizations</a>.</p>
<p class="p">For information about working with user and organization tags via the
Zendesk API, see <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/users/users" target="_blank">REST API: Users</a> and <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/" target="_blank">REST API: Organizations</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_bdp_thw_qc">
<h2 class="title topictitle2" id="ariaid-title5">Managing user and organization tags</h2>
<div class="body">
<p class="p">In Admin Center, you can view all of your user and organization tags,
along with the details of how the tags are being used and how many
times they've been added. You can also remove tags from all the users
and organizations to which they have been added. </p>
<p class="p"><strong class="ph b">To view user and organization tags</strong></p>
<div class="p">
<ul class="ul" id="topic_bdp_thw_qc__ul_cnq_vvd_wqb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Admin Center</a>, click
the <strong class="ph b">People</strong> icon (<img class="image" id="topic_bdp_thw_qc__image_ojs_vvd_wqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar, then
select <strong class="ph b">Configuration &gt;
Tags</strong>.</span><div class="note">
<span class="notetitle">Note:</span> Alternatively, you can view
tags added to users and organizations from the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828129946" target="_blank">Customers
page</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821417114" target="_blank">Organizations
page</a>. If more than 30 tags are added to an
end user or organization, you can click <strong class="ph b">See
more </strong>to access the end user’s or
organization’s profile page.</div>
</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To remove tags from users and organizations</strong><ol class="ol" id="topic_bdp_thw_qc__ol_uig_eiw_qc">
<li class="li"><span class="ph">In
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Admin Center</a>, click
the <strong class="ph b">People</strong> icon (<img class="image" id="topic_bdp_thw_qc__image_ubx_zvd_wqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar, then
select <strong class="ph b">Configuration &gt; Tags</strong>.</span></li>
<li class="li">Locate the tag you want to remove and then click
<strong class="ph b">Remove</strong>. </li>
<li class="li">Confirm that you want to remove the tag and then click
<strong class="ph b">OK</strong>. </li>
</ol>
</div>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> Removing user and organization tags does not remove them from
the tickets they have been added to. You can delete the tags
from those tickets manually or just manage them out of your
Zendesk Support as the tickets are closed. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_lry_ifw_qc">
<h2 class="title topictitle2" id="ariaid-title6">User and organization tags in business rules</h2>
<div class="body">
<p class="p">Since a user's tags (including their organization's tags) are added to
their tickets, you can use these tags in business rules to
automatically make changes to the ticket. For example, based on a
user or organization tag, you can automatically assign tickets to a
specific group, as in the following example.</p>
<p class="p"><img class="image img-screenshot" id="topic_lry_ifw_qc__image_wtq_rjd_rc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/usertag_trigger.png" width="400"></p>
<p class="p">These tags can be used in any business rules (automations, macros,
triggers, and views) as well as reports. </p>
<p class="p">If an end user uses organization tags and any of those tags overlap with
tags associated with drop-down custom organization field selections,
this can cause problems, such as business rules firing unexpectedly.
For example, consider the following situation:</p>
<ul class="ul" id="topic_lry_ifw_qc__ul_egf_q4y_1fb">
<li class="li">An organization has the tag "test", and there's also a custom
drop-down organization field with a value in the pick-list
with a tag value of "test" and another of "other." </li>
<li class="li">There's a trigger set to assign a created ticket to a group when
a custom field selection is "other" but the requester is in
the organization with the "test" tag.</li>
</ul>
<p class="p">The trigger won't fire because the organization tag "test" will be
applied instead of "other", as only a single tag associated with a
drop-down field can be present on a ticket at any given time. </p>
<p class="p">For general information about custom organization fields, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842677786-Adding-custom-fields-to-organizations" target="_blank">Adding custom fields to
organizations</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_tkd_ehd_rc">
<h2 class="title topictitle2" id="ariaid-title7">User and organization tag placeholders</h2>
<div class="body">
<div class="p">User and organization tags are available as placeholders. They are
properties of the User and Organization data objects and can
therefore be referenced as user properties. For
example:<pre class="pre codeblock"><code>{{ticket.requester.organization.tags}}</code></pre>
<pre class="pre codeblock"><code>{{ticket.assignee.tags}}</code></pre>
</div>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138" target="_blank">Zendesk Support placeholders
reference</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_alr_gfw_qc">
<h2 class="title topictitle2" id="ariaid-title8">Searching for user and organization tags</h2>
<div class="body">
<div class="p">You can
always search for tags using the <em class="ph i">tags</em> keyword. For example,
the following search returns the tag 'premium' wherever it's been
used, including in ticket details and in the
forums:<pre class="pre">tags:premium</pre>
</div>
<div class="p">Using the <em class="ph i">type</em> keyword, you can narrow your search results to
tickets that contain the tag.<pre class="pre">type:ticket tags:premium</pre>
</div>
<p class="p">A search like this returns all tags (not just user or organization tags).
There's currently no way to search for user and organization tags
within a ticket separate from other tags that have been added to the
ticket (via custom fields, auto tagging, business rules, or manually
by an agent). You can of course create a user and organization tag
naming scheme (for example, user_<em class="ph i">tag</em> and org_<em class="ph i">tag</em>) and
then search for those. </p>
<p class="p">However, since <em class="ph i">tags</em> is also a property of both the User and
Organization data objects, you can narrow your search results to
just those objects by using the <em class="ph i">type</em> keyword. </p>
<p class="p">To search for organization tags, you can use a search statement like
this:</p>
<div class="p">
<pre class="pre">type:organization tags:premium</pre>
</div>
<div class="p">To search for user tags, you can do
this:<pre class="pre">type:user tags:beta_user</pre>
</div>
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> When you add tags to an organization, the tags are not
automatically added to all users in that organization. Users
inherit organization tags that are present when the user is
created or updated. So when you search tags, there might be
a discrepancy between tags on a user and tags on the org the
user belongs to. </div>
</div>
</div>
</div>
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