Plan requirement
| Subscription | Any plan |
| Access | Admin |
Ticket tagging can be switched off entirely, and user and organisation tags can be set to copy onto tickets automatically.
The settings
- Open Admin Center, then Objects and rules, then the tag settings.
- Choose whether ticket tagging is enabled.
- Choose whether user and organisation tags are added to tickets automatically.
Turning tagging off
Possible, and almost never a good idea on an account that has been running. Every rule reading a tag stops working, and a great deal of Zendesk uses tags underneath: field values, macros, business rules.
If tags feel out of control, the answer is a scheme and some cleanup rather than switching off the mechanism.
User and organisation tags
The more interesting setting. With it on, tags on a user or organisation are copied onto every ticket they raise.
That is how "this is a key account" or "this customer is on the old contract" reaches your rules without anyone remembering. Tag the organisation once, and every ticket from them carries it.
Where it goes wrong
Copied tags accumulate. An organisation with eight tags puts eight on every ticket, and after a year your tickets are carrying labels from a scheme somebody abandoned.
Keep tags on users and organisations to the few that rules actually read, and review them when you review the rules.
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