Chat tags are labels you add to chat sessions to help you categorize and sort your website's chat sessions. Agents select tags from an administrator-defined list and add them to chat sessions they're serving. They can add tags individually or by using a shortcut with tags. For details about adding tags to chat sessions, seeAdding tags to chat sessions.
Determining how tags are created
- Regardless of your settings, all administrators can create and delete tags in the Predefined Tags List ( Settings > Account > Chat Tags tab). For details, seeEditing available tags in the Predefined Tags List.
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If the Allow Tag Creation setting is enabled, they can also create new chat tags in these two places:
- While setting up a shortcut
- During a chat session in the chat panel
- UnderSettings>Account, select theChat Tagstab.
- In theGeneral Preferencessection, check theAllow Tag Creationcheck box.
- ClickSave Changes.
Editing available tags in the Predefined Tags List
The Predefined Tags List, available underSettings>Account>Chat Tagstab, contains all chat tags for your account.
If a tag is removed from the Predefined Tags list, it can no longer be added to new chats or shortcuts. However, if a removed tag is already included in a shortcut, it will remain available to agents through that shortcut until it is manually removed. See Editing, deleting, and cloning shortcuts for more information.
Updates to the Predefined Tags List take affect in real-time: logged-in agents see them automatically without having to log out and back in. If you remove a tag from the list, it stops being available to agents but isn't deleted from past chats.
If theAllow Tag Creationsetting described above is enabled, new tags that administrators create in shortcuts and during chat sessions are added to the predefined list. Tags created in History are also added.
- Add a new tag by typing it in the empty field. To add more than one tag at once, click+.
- Click an existing tag from the list to select it for deletion.
- ClickSave Changes.
Adding tags to shortcuts
You can add tags to shortcuts so that when an agent uses the shortcut, the tags are applied to the chat. For details about using shortcuts with tags, seeAdding tags with shortcuts.
- Create or edit a shortcut following the steps inInserting common phrases with shortcuts.
- In theTagsfield, enter tags you want to add to the shortcut.Depending on your settings, you might have the option of creating a new tag. For details, see创建标记在快捷方式和聊天.
- ClickSave Changes.
创建标记在快捷方式和聊天
This section applies only if you've enabled theAllow Tag Creationsetting. For details, seeDetermining how tags are created.
- Create or edit a shortcut following the steps inInserting common phrases with shortcuts.
- In theTagsfield, start typing the new tag. TheCreate new tagoption appears.
- Click onCreate new tag.
- ClickSave Changes.
To create a tag in the chat panel
- Click on “click to add tags” in Tags field
- Start typing the new tag. TheCreate new tagoption appears.
- Click onCreate new tag.
- ClickSave Changes.
Creating and editing tags in History
Administrators can delete tags, add tags, and create new tags for past chat and offline messages in History. When you create a new tag here, it's automatically added to the predefined list. It's not synced to any related Zendesk Support tickets.
Most agents do not have access to modify tags in History.
- From the dashboard, selectHistory.
- Click on the chat you want to edit tags for.
- Click the pencil icon next to Tags.
- Click theXnext to any tag to remove it.
- Start typing a tag to add it. Select a matching tag from the list or click Create new tag.
- ClickSave Changes.
11 Comments
Can existing tags be edited? We have only found add new or delete.
Hello,
No, it is not possible to rename or edit tags in your account. However you can replace an old tag with a new one but it won't actually rename the original tag. For more information on tags please visit Understanding Tags and Ticket Fields:https://support.zendesk.com/hc/en-us/articles/217073927-Understanding-tags-and-ticket-fields.
If you choose to replace a tag with a new one, the original tag will still exist until you remove it from your system. Once the original tag has been replaced with a new one, you can bulk remove the original tag from your system through the use of our API. For more information on the API endpoint please visit our developer documentation on Core API:https://developer.zendesk.com/rest_api/docs/core/introduction/
Hello,
我想建议withi某种命令n the text box (such as "/" is used to call the shortcuts).
E. g. You insert text with a "#" (#sales) and it automatically turns to a tag added to what you are writing.
Under 'Creating and editing tags in History' it states:
Most agents do not have access to modify tags in History
Is there a way to give agents permission to edit the tags in their own chat history without making them an admin?
When our agents are really busy sometimes they forget to add a tag during the chat session and would like to add it after the chat has ended.
You can go to Chat > Settings > Roles > Agents and enable Edit Chat tags. This is only available forroleson Chat Enterprise accounts.
Can this article be updated to reflect how all this flows in Agent Workspace?
Hi, I am using web widget messaging api. Can I add tags when chat sent ?
Are chat tags added as ticket tags if we have either the automatic or manual 'Automatic ticket creation feature selected?
When I navigate to settings -> account, I cannot find thechat tag enable button. I am an administrator, so how come this does not work?
I thank you in advance for your response.
Please use this path - https://
{{YourSubdomain}}.zendesk.com/chat/agent#account/chat_tagsIf it doesn't work - could you please check access to this URL from the account owner's account?
Hope it helps
Pleasesign into leave a comment.