About tags

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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.
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<p class="p">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. </p>
<p class="p"><img class="image" id="topic-1__d7e15" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tags_sales.png"></p>
<div class="p">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:<ul class="ul" id="topic-1__d7e18">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835059482--Update-Working-with-ticket-tags#topic_vwg_ola_vb" target="_blank">Add tags to
tickets</a> to
create custom workflows. </li>
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<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829424794--Update-Enabling-and-disabling-ticket-tags#topic_ynp_ds4_bfb" target="_blank">Turn on automatic
ticket tagging</a> to automatically add tags based on keywords in ticket
descriptions, and to automatically add tags to messaging conversations when
inactivity reminders are sent.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658-Adding-tags-to-users-and-organizations" target="_blank">Add tags to users and
organizations</a>. Tags that have been added to users and
organizations are also automatically added to tickets.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835059482--Update-Working-with-ticket-tags#topic_ntk_ina_vb" target="_blank">Search for tickets by
tag</a>.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846535834--Update-Managing-ticket-tags#topic_umd_ona_vb" target="_blank">Use tags in macros,
triggers, and automations</a> to create custom
workflows.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835059482--Update-Working-with-ticket-tags#topic_cvw_rma_vb" target="_blank">Create
views</a> based on
tags.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846535834--Update-Managing-ticket-tags#topic_utx_jma_vb" target="_blank">Analyze tag
use</a> to
understand support request trends.</li>
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<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_mxw_slg_bfb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886624410" target="_blank">Working with tags</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886624410" target="_blank">Understanding how creating,
deactivating, or deleting ticket fields impacts
tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886557850" target="_blank">What is the difference
between labels and tags?</a></li>
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