When managing customer support tickets in Zendesk, it can be helpful to organize and filter tickets by tags. Zendesk allows you to add tags to tickets to categorize them by topic, priority, or any other custom attributes. You can then search for tickets based on the tags applied to quickly find relevant tickets.
Here are some common questions about searching Zendesk tickets by tag and how to effectively leverage tags for ticket management:
What are tags in Zendesk?
Tags in Zendesk are labels that you can apply to tickets to categorize and organize them. Tags make it easy to group similar tickets together so you can track and manage them more efficiently.
Some examples of common tag uses include:
- Topic tags – Categorize by issue type like “billing”, “account”, “payment”, etc.
- Priority tags – Flag urgent tickets with tags like “high priority”
- Status tags – Track ticket status with tags like “new”, “open”, “pending”, “closed”
- Product tags – Group tickets by product like “mobile app”, “desktop app”, “website”
Tags are completely customizable, so you can create any tags that fit your support workflow. Each ticket can have multiple tags applied to represent all of its attributes.
How do I add tags to Zendesk tickets?
There are a few different ways to add tags to tickets in Zendesk:
- When creating a new ticket, enter tags in the tags field.
- When editing an existing ticket, add tags in the tags field.
- Use the bulk tag editor to add tags to multiple tickets at once.
- Automatically apply tags with ticket forms, macros, or automation rules.
Tags are flexible and can be added, updated, or removed from tickets at any time as needed.
How do I search for tickets by tag in Zendesk?
You can search for tickets based on tags using the search bar in Zendesk. Use this search syntax:
tag:<tag name>
For example:
- tag:billing – Returns all tickets with the tag “billing”
- tag:high priority – Returns urgent tickets tagged “high priority”
You can also combine tags in your search query to filter by multiple tags at once. For example:
tag:billing tag:open
This will return only open tickets tagged with both “billing” and “open”.
Can I search for untagged tickets?
Yes, you can search for untagged tickets by using:
tag:none
This will return only tickets without any tags applied. This can be useful for finding tickets that still need to be categorized.
How do I search for tickets without a specific tag?
To exclude tickets with a certain tag from your search, use the minus (-) symbol like this:
tag:billing -tag:closed
This will return billing tickets that do not have the “closed” tag applied.
Can I search tickets by multiple tags?
Definitely! You can combine as many tag searches as you need to find tickets based on any number of tags. Just separate each tag search with a space. For example:
tag:billing tag:high priority tag:desktop app -tag:closed
This complex query will return billing tickets for the desktop app that are high priority and not marked as closed.
What are some useful ways to leverage tags for ticket management?
Here are some tips for using tags effectively in your Zendesk workflow:
- Tag consistently – Make sure your team applies the same tags consistently across all tickets.
- Agree on tag meanings – Document what each tag represents to avoid confusion.
- Report on tags – Run tag reports to identify trends and pain points.
- Optimize tags periodically – Review and refine your tags over time.
- Segment by priority – Use priority tags like “high”, “medium”, “low”.
- Automate tag usage – Set up triggers to tag automatically based on conditions.
- Color code tags – Color code tags for quick visual identification.
Can I report on Zendesk tickets by tag?
Yes, Zendesk provides several ways to report on ticket tags:
- Tag reports – View the number of tickets assigned each tag.
- Tagging overview – See tags used over time and which tags are most popular.
- Tag metrics – Add tags as a metric to any report.
- Dashboards – Feature tag metrics prominently on custom agent dashboards.
Analyzing these tag reports can provide valuable insights into your support workflow and where improvements may be needed.
Can I manage and customize tags?
As an Admin in Zendesk, you have full control over managing your account’s tags:
- Create new tags
- Rename or delete existing tags
- Merge redundant tags
- Set tag permissions
- Change tag background colors
Customizing your tags and keeping them optimized will help agents categorize tickets more efficiently.
Conclusion
Tags are an invaluable tool for organizing support tickets in Zendesk. By tagging tickets with relevant categories and keywords, agents can quickly search for and find tickets based on attributes like topic, status, product, priority, and more. Tagging makes support workflows smoother, reporting more insightful, and ticket management much easier overall.
With the search syntax outlined here, you can easily construct queries like tag:billing tag:desktop app -tag:closed to retrieve highly specific sets of tickets. Take full advantage of tags by tagging consistently, reviewing reports, and refining your tags over time.
If you need any other help leveraging tags in your Zendesk account, please reach out! We’re always here to help you optimize your instance and support workflows.
Tag | Description | Background Color |
---|---|---|
Billing | For tickets related to billing errors or questions. | Yellow |
Account | For account management issues. | Blue |
Payment | For payment processing issues. | Green |
High Priority | For urgent or critical tickets. | Red |
Sample Priority Tag Workflow
Here is one way to leverage priority tags in Zendesk for better ticket management:
- Create priority tags like “Critical”, “High”, “Medium”, and “Low”.
- Color code each tag red, orange, yellow, and green respectively.
- Train agents to assess priority when creating tickets.
- Set up a view filtered by the “Critical” tag.
- Require agents to handle critical tickets first each day.
- Report on priority tags to identify spikes and improvements.
This streamlines the handling of urgent tickets to improve customer satisfaction.