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:
SLA Related Tags
As a note, basic and starter are two different tags for the same plan/SLA.
Tag
What it does
basic and 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
Signifies the ticket is a consumption ticket
Account Related Tags
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
reseller
Signifies the ticket is from an account labeled as Reseller
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
Automation Skipping Related Tags
Tag
What it does
skip_autosolve
Tell Zendesk to not auto-solve the ticket
skip_autoclose
Tell Zendesk to not auto-close the ticket
skip_autoreopen
Tell Zendesk to not auto-reopen the ticket (relating solely to the trigger Ticket::Open::Reopen if agent sets to pending with internal note)
skip_gdpr_automation
Tell Zendesk to not run any Account Deletion automations/autoresponders
skip_2fa_automation
Tell Zendesk to not run any 2FA automations/autoresponders
skip_autosolve_message
Tell Zendesk not to send a message about the ticket being autosolved.
skip_autoassign
Tell Zendesk to not auto-assign the ticket (in reference to these triggers - "Ticket::Assignee::Assign open or on-hold ticket to agent" and "Ticket::Assignee::Assign any on-hold ticket to current agent") .
Form Related Tags
As a note, there should only ever be one of these on a ticket
Tag
What it does
saas_account_form
Signifies the ticket is using the form SaaS Account
saas_form
Signifies the ticket is using the form SaaS
sm_form
Signifies the ticket is using the form Self-Managed
lnr_form
Signifies the ticket is using the form L&R
other_form
Signifies the ticket is using the form Other
security_form
Signifies the ticket is using the form Security
ar_form
Signifies the ticket is using the form Billing
open_partner_form
Signifies the ticket is using the form Open Partner
select_partner_form
Signifies the ticket is using the form Select Partner
alliance_partner_form
Signifies the ticket is using the form Alliance Partner
proserv_form
Signifies the ticket is using the form Professional Services
Other Important Tags
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.
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