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, and they are in two different places
This catches people, because the two look like one feature and sit in different parts of the Admin Center.
- For ticket tagging, open Admin Center, then Objects and rules > Tickets > Settings, and find the Tags block.
- Set Allow tags on tickets, then save.
- For the other one, go to People > Configuration > End users.
- In Tags on users and organizations, click Enabled, then save the tab.
Turning tagging off
Possible, and almost never a good idea on an account that has been running. It is narrower than it sounds, though: the Tags field disappears from new tickets and nobody can add one by hand, while tags already on tickets stay exactly where they are and the API can still write them. So the rules do not all stop at once; they stop being fed, which is harder to notice.
And a great deal of Zendesk uses tags underneath anyway: 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.
Every ticket from now on, which is the part to plan around. The copy happens when a ticket is created, never on an update, and never backwards over tickets that already exist. Tag an organisation this morning and their open tickets are untouched; only what they raise afterwards carries it. The one exception is changing a ticket's requester or organisation, which swaps the old tags for the new ones.
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 read, and review them when you review the rules.
Comments
0 comments
Article is closed for comments.