About tags

Verified AI summary ◀▼
Tags are versatile tools that let you add context to tickets, users, and organizations. You can use them to create custom workflows, automate ticket tagging, and enhance reporting. Tags help you track specific inquiries, analyze trends, and optimize your support process. They integrate with business rules, views, and reports, offering flexibility in managing support requests.





Tags are words, or combinations of words, you can use to add more context to tickets and topics. You can apply tags to tickets, users, and organizations. For example, you might want to tag all requests that are actually sales inquiries with a tag like 'sales' or 'about_sales'. You can then create a view or a report to track these requests.

Tags provide you with an unlimited amount of flexibility to manage and customize your support
workflow. Here are the ways you can create and use tags:
Add tags to tickets and use those tags to create custom workflows. Agents
can add tags manually. Admins can also enable automatic
ticket tagging to automatically add tags based on keywords in ticket
descriptions, and can add tags to messaging conversations when inactivity reminders are
sent.

Add tags to users and
organizations. Tags that have been added to users and
organizations are also automatically added to tickets.

Add tags to the
Transfer to agent step step in your legacy messaging bot to add those
tags to your messaging tickets.

Search for tickets by
tag.
Use tags in your business
rules
(automations, macros, and triggers) to create custom workflows.
Create views and reports by tags.

Analyze tag use to understand support
request trends.



Related topics:

Adding tags to users and
organizations
Understanding tags and ticket
fields
What is the difference
between labels and tags?

Zendesk Support tags and
Zendesk Chat tags: how they interact




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