As per Zendesk:
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.
At its core, Zendesk relies on tags pretty heavily. As such, it is best to fully understand the tags used and how they correlate to what Zendesk does to the ticket.
As there are many, many tags, and new ones get added frequently, we will not list them all out here. Instead, here are the ones likely to be the most important to those working within Zendesk:
As a note, basic(deprecated) and starter are two different tags for the same plan/SLA.
| Tag | What it does |
|---|---|
starter |
Signifies the ticket is using a Starter plan, granting Standard SLA on Support tickets |
premium |
Signifies the ticket is using a Premium plan, granting Priority SLA on Support tickets |
ultimate |
Signifies the ticket is using a Ultimate plan, granting Priority SLA on Support tickets |
bronze |
Signifies the ticket is using a Bronze plan, granting Standard SLA on Support tickets |
silver |
Signifies the ticket is using a Silver plan, granting Priority SLA on Support tickets |
gold |
Signifies the ticket is using a Gold plan, granting Priority SLA on Support tickets |
priority_prospect |
Signifies the ticket is from a prospect who has been temporarily granted Standard SLA on Support tickets |
free_customer |
Signifies the ticket is from a non-paying end-user. This means they receive no SLA on Support Tickets |
missing_sla_tag |
This means the ticket is missing any form of SLA tagging. As this is a problem, this tag applies a Standard SLA and forces the ticket into the Needs Org & Triage view |
low |
Signifies the ticket as a Low priority, thus granting it bare-level support SLAs for Support tickets with Priority SLA |
medium |
Signifies the ticket as a Normal priority, thus granting it mid-level support SLAs for Support tickets with Priority SLA |
high |
Signifies the ticket as a High priority, thus granting it high level support SLAs for Support tickets with Priority SLA |
urgent |
Signifies the ticket is an emergency request |
prospect |
Signifies the ticket is from a prospect. This means they receive no SLA on Support Tickets |
trial |
Signifies the ticket is from a non-paying end-user using the trial system. This means they receive no SLA on Support Tickets |
consumption_only |
Signifies the ticket is a consumption ticket |
| Tag | What it does |
|---|---|
customer |
Signifies the ticket is from an account labeled as Customer |
former_customer |
Signifies the ticket is from an account labeled as Former Customer |
authorized_reseller |
Signifies the ticket is from an account labeled as Authorized Reseller |
integrator |
Signifies the ticket is from an account labeled as Integrator |
partner |
Signifies the ticket is from an account labeled as Partner |
unofficial_reseller |
Signifies the ticket is from an account labeled as Unofficial Reseller |
open_partner |
Signifies the ticket is from an account labeled as Open Partner |
select_partner |
Signifies the ticket is from an account labeled as Select Partner |
alliance_partner |
Signifies the ticket is from an account labeled as Alliance Partner |
| Tag | What it is for |
|---|---|
lnr_internal_request |
Indicates the ticket is a L&R internal request |
lnr_valid_request |
Indicates the L&R internal request was valid for submission |
lnr_saas_subscription |
Indicates the L&R internal request is about a SaaS subscription |
lnr_saas_sub_extension |
Indicates the problem type is "Extend an (almost) expired subscription" |
lnr_saas_sub_issue |
Indicates the problem type is "Investigate incorrect subscription info" |
lnr_saas_nfr |
Indicates the problem type is "SaaS NFR license request" |
lnr_billing_entity_change |
Indicates the problem type is "Billing Entity change" |
lnr_saas_trial |
Indicates the L&R internal request is about a SaaS trial |
lnr_saas_trial_extension |
Indicates the problem type is "Extend a SaaS trial" |
lnr_saas_trial_edit |
Indicates the problem type is "Change existing SaaS trial plan" |
lnr_sm_license |
Indicates the L&R internal request is about a self-managed license |
lnr_sm_license_extension |
Indicates the problem type is "Extend an (almost) expired subscription" |
lnr_sm_license_receive_error |
Indicates the problem type is "Customer did not receive the license" |
lnr_sm_license_new_contact |
Indicates the problem type is "Customer needs the license resent to a new person" |
lnr_multiyear_license |
Indicates the problem type is "Multi-year license needs to be generated" |
lnr_sm_nfr |
Indicates the problem type is "Self-managed NFR license request" |
lnr_sm_trial |
Indicates the L&R internal request is about a self-managed trial |
lnr_sm_trial_new |
Indicates the problem type is "Problems starting a new Self-managed trial" |
lnr_sm_trial_edit |
Indicates the problem type is "Modify an existing Self-managed trial" |
lnr_sm_trial_extension |
Indicates the problem type is "Extend an existing Self-managed trial" |
lnr_order_management |
Indicates the problem type is "Order Management" |
lnr_hackerone |
Indicates the problem type is "Hacker One Reporter License" |
lnr_community_license |
Indicates the problem type is "Wider Community License" |
lnr_request_other |
Indicates the problem type is "Other (nothing else fits the request)" |
lnr_reason_more_time_needed |
To indicate the extension reason is "More time needed for POC" |
lnr_reason_negotiations_underway |
To indicate the extension reason is "Contract negotiations still underway" |
lnr_reason_payment_delays |
To indicate the extension reason is "Delay in customer's payment process" |
lnr_reason_true_up_problems |
To indicate the extension reason is "True-up problem" |
| Tag | What it does |
|---|---|
pending_followup_notification |
This is applied by an automation to followup on pending tickets. Adding this tag skips that automation. |
skip_2fa_automation |
Tell Zendesk to not run any 2FA automations/autoresponders |
skip_autoassign |
Tell Zendesk to not auto-assign the ticket |
skip_autoclose |
Tell Zendesk to not auto-close the ticket |
skip_autoreopen |
Tell Zendesk to not auto-reopen the ticket |
skip_autosolve |
Tell Zendesk to not auto-solve the ticket |
skip_autosolve_message |
Tell Zendesk not to send a message about the ticket being autosolved |
skip_community_automation |
Tells Zendesk to not send the community autoresponder message |
skip_gdpr_automation |
Tell Zendesk to not run any Account Deletion automations/autoresponders |
| Tag | What it does |
|---|---|
auto-association_attempted |
Zendesk has sent a request to Zapier to try to auto-associate the user to an org |
zapier_test_success |
Zapier claims it succeeded, which solely means it found a user in SFDC and sent a request to Zendesk to update said user with the org name (in cases where the org name doesn’t exist in Zendesk, this won’t work) |
zapier_test_failed |
Zapier was unable to find a user in SFDC and failed to auto-associate |
verification_requested |
We have requested information to verify the end-users support entitlement |
customer_verified |
We have been able to associate an end-user after requesting they prove their support entitlement |
emergency_customer_verified |
We were able to associate an end-user who is requesting an emergency support after they’ve successfully proven their support entitlement. |
trigger_manual_emergency |
Tells Zendesk to run the emergency processes on the ticket |
enterprise_user |
Specifies the requester of the ticket is an enterprise user |