Adding tags to users and organizations

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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.


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.
This article contains the following sections:


About user and organization tagging
Enabling user and
organization tagging
Adding tags to
users and organizations
Managing user and
organization tags
User and
organization tags in business rules
User and
organization tag placeholders
Searching for user
and organization tags




About user and organization tagging

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.
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
manager and belongs to an organization tagged with
premium, 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.
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 custom
role with the correct permissions can also
add tags to organizations.
User and organization tags can be used in business rules and they can be
referenced as placeholders and as data in Liquid markup code.
Tags can also be used to restrict access to Help Center content (see
Restricting access to knowledge base
content and Restricting access to community
content).



Enabling user and organization tagging

An administrator can enable user and organization tagging.

To enable user and organization tagging
In Admin Center, click
the People icon ( ) in the sidebar, then
select Configuration > End
users.
In the Tags on users and organizations section,
click Enabled.
Click Save Tab.




Note: 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.




Adding tags to users and organizations

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.

Note: 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 Requester: [custom field] action.
For more information, see Adding custom fields to
users and Building trigger action
statements.
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.
Only administrators can add tags to agent profiles. Agents cannot add
tags to other agents' profiles.
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.
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.
For information about adding tags during bulk imports, see Bulk importing users and
organizations.
For information about working with user and organization tags via the
Zendesk API, see REST API: Users and REST API: Organizations.



Managing user and organization tags

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.
To view user and organization tags



In Admin Center, click
the People icon ( ) in the sidebar, then
select Configuration >
Tags.
Note: Alternatively, you can view
tags added to users and organizations from the
Customers
page and Organizations
page. If more than 30 tags are added to an
end user or organization, you can click See
more to access the end user’s or
organization’s profile page.




To remove tags from users and organizations
In
Admin Center, click
the People icon ( ) in the sidebar, then
select Configuration > Tags.
Locate the tag you want to remove and then click
Remove.
Confirm that you want to remove the tag and then click
OK.




Note: 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.




User and organization tags in business rules

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.

These tags can be used in any business rules (automations, macros,
triggers, and views) as well as reports.
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:

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."
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.

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.
For general information about custom organization fields, see Adding custom fields to
organizations.



User and organization tag placeholders

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: {{ticket.requester.organization.tags}}
{{ticket.assignee.tags}}

For more information, see Zendesk Support placeholders
reference.



Searching for user and organization tags

You can
always search for tags using the tags keyword. For example,
the following search returns the tag 'premium' wherever it's been
used, including in ticket details and in the
forums: tags:premium

Using the type keyword, you can narrow your search results to
tickets that contain the tag. type:ticket tags:premium

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_tag and org_tag) and
then search for those.
However, since tags 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 type keyword.
To search for organization tags, you can use a search statement like
this:

type:organization tags:premium

To search for user tags, you can do
this: type:user tags:beta_user



Note: 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.



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