Zendesk Global Tags

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On this page

• Overview
• SLA Related Tags
• Account Related Tags
• Categorization tags
• License and Renewals Internal Request Tags
• Automation Skipping Related Tags
• Other Important Tags

Overview

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:

SLA Related Tags

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

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
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

Categorization tags

Tag	What it is for
lnr_category_cdot	The L&R ticket involves customers.gitlab.com
lnr_category_other	The L&R ticket's category is unknown
lnr_category_purchasing_issues	The L&R ticket involves purchasing issues
lnr_category_qsr	The L&R ticket involves QSR
lnr_category_saas	The L&R ticket involves saas issues
lnr_category_sm	The L&R ticket involves self-managed issues
lnr_category_special_program	The L&R ticket involves GitLab special programs (EDU, OSS, etc.)
lnr_category_trial	The L&R ticket involves GitLab trials
lnr_cdot_contacts	The L&R ticket involves customers.gitlab.com account contacts
lnr_cdot_login	The L&R ticket involves customers.gitlab.com login issues
lnr_cdot_other	The L&R ticket involves customers.gitlab.com in some way
lnr_cdot_transfer	The L&R ticket involves customers.gitlab.com account transfers
lnr_purchasing_issues_cc_issues	The L&R ticket involves CC issues when purchasing
lnr_purchasing_issues_non_cc_issues	The L&R ticket involves non-CC issues when purchasing
lnr_purchasing_issues_other	The L&R ticket involves some other purchasing issue
lnr_qsr_dispute	The L&R ticket involves a QSR dispute
lnr_qsr_other	The L&R ticket involves something else about QSR
lnr_qsr_questions	The L&R ticket involves QSR questions
lnr_saas_link_sub	The L&R ticket involves linking a subscription to a namespace
lnr_saas_other	The L&R ticket involves something else about saas subscriptions
lnr_saas_seat_usage	The L&R ticket involves namespace seat usage
lnr_saas_sub_issues	The L&R ticket involves an issue with a saas subscription
lnr_sm_cloud_opt_out	The L&R ticket involves opting out of SCL
lnr_sm_did_not_receive	The L&R ticket involves not receiving a SM license
lnr_sm_license_errors	The L&R ticket involves errors applying a SM license
lnr_sm_other	The L&R ticket involves something else about SM licenses
lnr_sm_resend_to_new_contact	The L&R ticket involves sending a license to a new contact
lnr_sm_seat_usage	The L&R ticket involves seat usage on a SM instance
lnr_special_programs_other	The L&R ticket involves something else about special programs
lnr_special_programs_questions	The L&R ticket involves general questions about special programs
lnr_special_programs_renew	The L&R ticket involves renewing a special program offerring
lnr_special_programs_sheerid	The L&R ticket involves issues appying a SheerID
lnr_trial_cannot_apply	The L&R ticket involves not being able to apply a trial
lnr_trial_cannot_start	The L&R ticket involves not being able to start a trial
lnr_trial_other	The L&R ticket involves something else about trials
lnr_trial_questions	The L&R ticket involves general trial questions
resold_status_no	The customer has stated they did not buy via a reseller
resold_status_reseller	The customer has stated they are a reseller
resold_status_resold	The customer has stated they did buy via a reseller
resold_status_unsure	The customer is unsure if they bought via a reseller or not
saas_account_2fa_issues_questions	The SaaS Account ticket involves 2FA questions
saas_account_2fa_issues_removal	The SaaS Account ticket involves 2FA removal
saas_account_2fa_issues_setup	The SaaS Account ticket involves 2FA setup
saas_account_access_issues_blocked	The SaaS Account ticket involves getting account blocked errors
saas_account_access_issues_cannot_login	The SaaS Account ticket involves not being able to login to gitlab.com
saas_account_access_issues_change_account	The SaaS Account ticket involves changing something on a gitlab.com account
saas_account_access_issues_cloudflare	The SaaS Account ticket involves CloudFlare issues
saas_account_access_issues_ip_blocked	The SaaS Account ticket involves the customer's IP being blocked
saas_account_access_issues_locked	The SaaS Account ticket involves getting account locked errors
saas_account_access_issues_other	The SaaS Account ticket involves something else about accessing gitlab.com
saas_account_category_2fa_issues	The SaaS Account ticket involves 2FA
saas_account_category_access_issues	The SaaS Account ticket involves accessing gitlab.com
saas_account_category_account_deletion	The SaaS Account ticket involves account deletion
saas_account_category_email_issues	The SaaS Account ticket involves email issues
saas_account_category_namesquatting	The SaaS Account ticket involves namesquatting
saas_account_category_other	The SaaS Account ticket something else
saas_account_category_registration_issues	The SaaS Account ticket involves registering a gitlab.com account
saas_account_email_issues_confirmation	The SaaS Account ticket involves confirmation emails
saas_account_email_issues_notifications	The SaaS Account ticket involves notification emails
saas_account_email_issues_reset	The SaaS Account ticket involves password reset emails
support_administering_gitlab_admin_area	The Support ticket involves the GitLab admin area
support_administering_gitlab_admin_area_instance	The Support ticket
support_administering_gitlab_admin_area_limits	The Support ticket account limits and settings in the GitLab admin area
support_administering_gitlab_admin_area_other	The Support ticket something else about the GitLab admin area
support_administering_gitlab_admin_area_questions	The Support ticket involves GitLab admin area questions
support_administering_gitlab_admin_area_user_group	The Support ticket involves user/group management in the GitLab admin area
support_administering_gitlab_backups	The Support ticket involves backups
support_administering_gitlab_backups_create	The Support ticket involves creating backups
support_administering_gitlab_backups_manage	The Support ticket involves managing backups
support_administering_gitlab_backups_other	The Support ticket involves something else about backups
support_administering_gitlab_backups_restore	The Support ticket involves restores
support_administering_gitlab_other	The Support ticket something else about administering a GitLab instance
support_administering_gitlab_securing	The Support ticket involves securing the GitLab instance
support_administering_gitlab_securing_2fa	The Support ticket involves enforcing 2FA on a SM instance
support_administering_gitlab_securing_compliance	The Support ticket involves compliance features
support_administering_gitlab_securing_email_confirmation	The Support ticket involves user email confirmation
support_administering_gitlab_securing_exclusivity	The Support ticket involves infromation exclusivity
support_administering_gitlab_securing_incidents	The Support ticket involves responding to security incidents
support_administering_gitlab_securing_jobs	The Support ticket involves the security of running jobs
support_administering_gitlab_securing_other	The Support ticket involves something else about securing the GitLab instance
support_administering_gitlab_securing_proxying	The Support ticket involves proxy assets
support_administering_gitlab_securing_rate_limits	The Support ticket involves rate limits
support_administering_gitlab_securing_ssh_keys	The Support ticket involves limtis on SSH keys
support_administering_gitlab_securing_token	The Support ticket involves token overview
support_administering_gitlab_securing_webhooks	The Support ticket involves webhook administration
support_administering_gitlab_upgrades_component	The Support ticket involves upgrading SM components
support_administering_gitlab_upgrades_database	The Support ticket involves upgrading SM databases
support_administering_gitlab_upgrades_major	The Support ticket involves performing major version upgrades
support_administering_gitlab_upgrades_minor	The Support ticket involves performing minor version upgrades
support_administering_gitlab_upgrades_other	The Support ticket involves something else about upgrading GitLab
support_administering_gitlab_upgrading	The Support ticket involves upgrading GitLab
support_analyze_usage_audits	The Support ticket involves Audit Events
support_analyze_usage_cicd	The Support ticket involves CI/CD analytics
support_analyze_usage_code_review	The Support ticket involves Code Review Analytics
support_analyze_usage_contribution	The Support ticket involves Contribution Analytics
support_analyze_usage_errors	The Support ticket involves errors with analytic tools
support_analyze_usage_group_devops	The Support ticket involves Group DevOps Adoption
support_analyze_usage_insights	The Support ticket involves Insights
support_analyze_usage_issues	The Support ticket involves Issue analytics
support_analyze_usage_mrs	The Support ticket involves Merge request analytics
support_analyze_usage_other	The Support ticket involves something else about analyzing GitLab usage
support_analyze_usage_other_topic	The Support ticket involves something else about analytic tools
support_analyze_usage_productivity	The Support ticket involves Productivity Analytics
support_analyze_usage_questions	The Support ticket involves questions about analytic tools
support_analyze_usage_respository	The Support ticket involves Repository Analytics
support_analyze_usage_setup	The Support ticket involves setup of analytic tools
support_analyze_usage_value_stream	The Support ticket involves Value stream analytics
support_auth_alicloud	The Support ticket involves AliCloud
support_auth_atlassian_crowd	The Support ticket involves Atlassian Crowd
support_auth_atlassian_omniauth	The Support ticket involves Atlassian Omniauth
support_auth_auth0	The Support ticket involves Auth0 OmniAuth
support_auth_authentiq	The Support ticket involves Authentiq OmniAuth
support_auth_aws_cognito	The Support ticket involves Amazon Web Services Cognito
support_auth_azure	The Support ticket involves Azure OAuth OmniAuth
support_auth_bitbucket	The Support ticket involves Bitbucket cloud OmniAuth
support_auth_cas	The Support ticket involves CAS OmniAuth
support_auth_facebook	The Support ticket involves Facebook OAuth 2.0
support_auth_generic	The Support ticket involves Generic OAuth2 Provider
support_auth_github	The Support ticket involves GitHub OmniAuth
support_auth_gitlab	The Support ticket involves GitLab.com OmniAuth
support_auth_google	The Support ticket involves Google OAuth 2.0 OmniAuth
support_auth_issues_errors	The Support ticket involves errors using an authentication method
support_auth_jwt	The Support ticket involves JWT OmniAuth
support_auth_kerberos	The Support ticket involves Kerberos Auth integration
support_auth_ldap	The Support ticket involves LDAP
support_auth_oauth_service_provider	The Support ticket involves OAuth service provider
support_auth_openid_connect	The Support ticket involves OpenID Connect OmniAuth
support_auth_other	The Support ticket involves some other authentication method
support_auth_questions	The Support ticket involves questions about an authentication method
support_auth_salesforce	The Support ticket involves Salesforce OmniAuth
support_auth_saml	The Support ticket involves SAML
support_auth_scim	The Support ticket involves SCIM
support_auth_setup_configuration	The Support ticket involves setting up an authentication method
support_auth_smartcard	The Support ticket involves Smartcard authentication
support_auth_sync_issues	The Support ticket involves sync issues using an authentication method
support_auth_topic_other	The Support ticket involves something else with an authentication method
support_auth_twitter	The Support ticket involves Twitter OAuth
support_auth_vault	The Support ticket involves Vault Authentication with OpenID
support_category_administering_gitlab	The Support ticket involves Administering GitLab
support_category_analyze_usage	The Support ticket involves Analyzing GitLab usage
support_category_auth	The Support ticket involves Authentication and Authorization
support_category_cicd	The Support ticket involves CI/CD
support_category_deployments	The Support ticket involves Deployments
support_category_instance_management	The Support ticket involves Instance Management
support_category_integrations	The Support ticket involves Integrations
support_category_manage_infra	The Support ticket involves Managing infrastructure via GitLab
support_category_monitoring	The Support ticket involves Monitoring
support_category_other	The Support ticket involves something else
support_category_packages	The Support ticket involves Packages and Registries
support_category_performance	The Support ticket involves Performance
support_category_project_group_management	The Support ticket involves Project/Group management
support_category_runners	The Support ticket involves Runners
support_category_secure	The Support ticket involves Secure
support_category_upgrade_assistance	The Support ticket involves upgrading assistance
support_category_usage_quotas	The Support ticket involves Usage quotes
support_cicd_artifacts	The Support ticket involves CI/CD artifacts
support_cicd_artifacts_creation_topic	The Support ticket involves CI/CD artifact creation
support_cicd_artifacts_errors_topic	The Support ticket involves CI/CD artifact errors
support_cicd_artifacts_management_topic	The Support ticket involves CI/CD artifact management
support_cicd_artifacts_other_topic	The Support ticket involves something else about CI/CD artifacts
support_cicd_artifacts_questions_topic	The Support ticket involves CI/CD artifact questions
support_cicd_autodevops	The Support ticket involves CI/CD AutoDevOps
support_cicd_autodevops_errors	The Support ticket involves CI/CD AutoDevOps errors
support_cicd_autodevops_other	The Support ticket involves something else about CI/CD AutoDevOps
support_cicd_autodevops_questions	The Support ticket involves CI/CD AutoDevOps questions
support_cicd_autodevops_setup	The Support ticket involves CI/CD AutoDevOps setup
support_cicd_cache	The Support ticket involves CI/CD cache
support_cicd_cache_creation	The Support ticket involves CI/CD cache creation
support_cicd_cache_errors	The Support ticket involves CI/CD cache errors
support_cicd_cache_management	The Support ticket involves CI/CD cache management
support_cicd_cache_other	The Support ticket involves something else concerning CI/CD cache
support_cicd_cache_questions	The Support ticket involves CI/CD cache questions
support_cicd_ci_file	The Support ticket involves the CI/CD file
support_cicd_ci_file_errors	The Support ticket involves CI/CD file errors
support_cicd_ci_file_other	The Support ticket involves something else concernign the CI/CD file
support_cicd_ci_file_questions	The Support ticket involves CI/CD file questions
support_cicd_ci_file_setup	The Support ticket involves CI/CD file setup
support_cicd_deployments	The Support ticket involves CI/CD deployments
support_cicd_deployments_environments	The Support ticket involves CI/CD deployment environments
support_cicd_deployments_feature_flags	The Support ticket involves CI/CD deployment feature flags
support_cicd_deployments_releases	The Support ticket involves CI/CD deployment releases
support_cicd_deployments_review_apps	The Support ticket involves CI/CD deployment review apps
support_cicd_jobs	The Support ticket involves CI/CD jobs
support_cicd_jobs_errors	The Support ticket involves CI/CD job errors
support_cicd_jobs_other	The Support ticket involves something else concerning CI/CD jobs
support_cicd_jobs_questions	The Support ticket involves CI/CD job questions
support_cicd_jobs_setup	The Support ticket involves CI/CD job setup
support_cicd_other	The Support ticket involves something else with CI/CD
support_cicd_pipelines	The Support ticket involves CI/CD pipelines
support_cicd_pipelines_errors	The Support ticket involves CI/CD pipeline errors
support_cicd_pipelines_merge_trains	The Support ticket involves CI/CD merge trains
support_cicd_pipelines_multiproject	The Support ticket involves CI/CD multiproject pipelines
support_cicd_pipelines_other	The Support ticket involves something else concerning CI/CD pipelines
support_cicd_pipelines_questions	The Support ticket involves CI/CD pipeline questions
support_cicd_pipelines_schedules	The Support ticket involves CI/CD pipeline schedules
support_cicd_pipelines_setup	The Support ticket involves CI/CD pipeline setup
support_cicd_pipelines_triggers	The Support ticket involves CI/CD pipeline triggers
support_cicd_variables	The Support ticket involves CI/CD variables
support_cicd_variables_ci_file	The Support ticket involves CI/CD file variables
support_cicd_variables_group	The Support ticket involves CI/CD group variables
support_cicd_variables_project	The Support ticket involves CI/CD project variables
support_cicd_variables_schedules	The Support ticket involves CI/CD schedule variables
support_deployments_deployments	The Support ticket involves deployments
support_deployments_envs	The Support ticket involves deployment environments
support_deployments_errors	The Support ticket involves deployment errors
support_deployments_feature_flags	The Support ticket involves deployment feature flags
support_deployments_other	The Support ticket involves something else concerning deployments
support_deployments_other_topic	The Support ticket involves something else concerning deployments
support_deployments_protected_envs	The Support ticket involves deployment protected environments
support_deployments_questions	The Support ticket involves deployment questions
support_deployments_releases	The Support ticket involves deployment releases
support_deployments_review_apps	The Support ticket involves deployment review apps
support_deployments_rollouts	The Support ticket involves deployment rollouts
support_deployments_setup	The Support ticket involves deployment setup
support_instance_management_configuration_backups	The Support ticket involves configuring backups
support_instance_management_configuration_database	The Support ticket involves configuring databases
support_instance_management_configuration_grafana	The Support ticket involves configuring grafana
support_instance_management_configuration_lfs	The Support ticket involves configuring LFS
support_instance_management_configuration_logs	The Support ticket involves configuring logs
support_instance_management_configuration_mattermost	The Support ticket involves configuring mattermost
support_instance_management_configuration_nginx	The Support ticket involves configuring nginx
support_instance_management_configuration_object_storage	The Support ticket involves configuring object storage
support_instance_management_configuration_other	The Support ticket involves something else about configuration
support_instance_management_configuration_packages	The Support ticket involves configuring packages
support_instance_management_configuration_prometheus	The Support ticket involves configuring prometheus
support_instance_management_configuration_puma	The Support ticket involves configuring puma
support_instance_management_configuration_redis	The Support ticket involves configuring puma
support_instance_management_configuration_smtp	The Support ticket involves configuring smtp
support_instance_management_configuration_ssl	The Support ticket involves configuring SSLs
support_instance_management_configure	The Support ticket involves configuration
support_instance_management_geo	The Support ticket involves Geo
support_instance_management_geo_other	The Support ticket involves something else about Geo
support_instance_management_geo_primary	The Support ticket involves Geo primary nodes
support_instance_management_geo_replication	The Support ticket involves Geo replication
support_instance_management_geo_secondary	The Support ticket involves Geo secondary nodes
support_instance_management_helm	The Support ticket Helm
support_instance_management_helm_exporter	The Support ticket Helm exporter
support_instance_management_helm_gitaly	The Support ticket Helm gitaly
support_instance_management_helm_global	The Support ticket Helm global
support_instance_management_helm_grafana	The Support ticket Helm grafana
support_instance_management_helm_mailroom	The Support ticket Helm mailroom
support_instance_management_helm_nginx	The Support ticket Helm nginx
support_instance_management_helm_object_storage	The Support ticket Helm oject storage
support_instance_management_helm_other	The Support ticket something else about Helm
support_instance_management_helm_pages	The Support ticket using Pages with Helm
support_instance_management_helm_postgresql	The Support ticket Helm postgresql
support_instance_management_helm_praefect	The Support ticket Helm praefect
support_instance_management_helm_rails	The Support ticket Helm rails
support_instance_management_helm_registry	The Support ticket Helm registry
support_instance_management_helm_secrets	The Support ticket Helm secrets
support_instance_management_helm_shell	The Support ticket Helm shell
support_instance_management_helm_sidekiq	The Support ticket Helm sidekiq
support_instance_management_helm_spamcheck	The Support ticket Helm spamcheck
support_instance_management_helm_toolbox	The Support ticket Helm toolbox
support_instance_management_helm_webservice	The Support ticket Helm webservice
support_instance_management_install	The Support ticket involves installing GitLab
support_instance_management_install_cloud	The Support ticket involves installing GitLab via Cloud
support_instance_management_install_docker	The Support ticket involves installing GitLab via Docker
support_instance_management_install_omnibus	The Support ticket involves installing GitLab via Omnibus
support_instance_management_install_source	The Support ticket involves installing GitLab via source code
support_instance_management_migrate	The Support ticket involves migrating GitLab
support_instance_management_migrate_other	The Support ticket involves migrating GitLab in some way
support_instance_management_migrate_to_ce	The Support ticket involves migrating GitLab to CE
support_instance_management_migrate_to_ee	The Support ticket involves migrating GitLab to EE
support_instance_management_migrate_to_helm	The Support ticket involves migrating GitLab to Helm
support_instance_management_migrate_to_omnibus	The Support ticket involves migrating GitLab to Omnibus
support_instance_management_other	The Support ticket involves something else about instance management
support_integrations_akismet	The Support ticket involves integratiig Akismet
support_integrations_datadog	The Support ticket involves integratiig datadog
support_integrations_elasticsearch	The Support ticket involves integratiig elasticsearch
support_integrations_external_trackers	The Support ticket involves integratiig external issue trackers
support_integrations_external_trackers_bugzilla	The Support ticket involves integratiig bugzilla
support_integrations_external_trackers_ibm	The Support ticket involves integratiig IBM issue tracker
support_integrations_external_trackers_other	The Support ticket involves integratiig some other issue tracker
support_integrations_external_trackers_redmine	The Support ticket involves integratiig redmine
support_integrations_external_trackers_youtrack	The Support ticket involves integratiig youtrack
support_integrations_external_trackers_zentao	The Support ticket involves integratiig zentao
support_integrations_general_errors	The Support ticket errors integrating something into GitLab
support_integrations_general_other	The Support ticket something else about integrating something into GitLab
support_integrations_general_questions	The Support ticket questions integrating something into GitLab
support_integrations_general_setup	The Support ticket setting up an integration into GitLab
support_integrations_gitpod	The Support ticket involves integratiig gitpod
support_integrations_gmail	The Support ticket involves integratiig gmail buttons
support_integrations_jira	The Support ticket involves integratiig Jira
support_integrations_jira_app	The Support ticket involves integratiig the Jira app
support_integrations_jira_dev_panel	The Support ticket involves integratiig the Jira dev panel
support_integrations_jira_dvcs	The Support ticket involves integratiig Jira DVCS
support_integrations_jira_other	The Support ticket involves integratiig Jira in some way
support_integrations_kroki	The Support ticket involves integratiig kroki
support_integrations_mailgun	The Support ticket involves integratiig mailgun
support_integrations_other	The Support ticket involves integratiig something
support_integrations_pim	The Support ticket involves integratiig Pproject Integration Management
support_integrations_plantuml	The Support ticket involves integratiig plantuml
support_integrations_project_	The Support ticket involves integratiig something into a project
support_integrations_project_asana	The Support ticket involves integratiig asana
support_integrations_project_bamboo	The Support ticket involves integratiig bamboo
support_integrations_project_discord	The Support ticket involves integratiig discord
support_integrations_project_emails_on_push	The Support ticket involves integratiig emails on push
support_integrations_project_github	The Support ticket involves integratiig github
support_integrations_project_google_chat	The Support ticket involves integratiig google chat
support_integrations_project_irker	The Support ticket involves integratiig irker
support_integrations_project_jenkins	The Support ticket involves integratiig jenkins
support_integrations_project_mattermost	The Support ticket involves integratiig mattermost
support_integrations_project_ms_teams	The Support ticket involves integratiig MS teams
support_integrations_project_other	The Support ticket involves integratiig something else
support_integrations_project_pivotal	The Support ticket involves integratiig pivotal
support_integrations_project_prometheus	The Support ticket involves integratiig prometheus
support_integrations_project_slack	The Support ticket involves integratiig slack
support_integrations_project_status_emails	The Support ticket involves integratiig status emails
support_integrations_project_unify_circuit	The Support ticket involves integratiig unify circuit
support_integrations_project_webex	The Support ticket involves integratiig webex
support_integrations_project_webhooks	The Support ticket involves integratiig webhooks
support_integrations_recaptcha	The Support ticket involves integratiig recaptcha
support_integrations_sourcegraph	The Support ticket involves integratiig sourcegraph
support_integrations_trllo	The Support ticket involves integratiig trello
support_integrations_visual_studio	The Support ticket involves integratiig visual studio
support_manage_infra_clusters	The Support ticket involves managing infrastructure via GitLab using clusters
support_manage_infra_clusters_agent	The Support ticket involves the k8s agent
support_manage_infra_clusters_connect	The Support ticket invovles connecting to clusters
support_manage_infra_clusters_create	The Support ticket involves creating clusters
support_manage_infra_clusters_errors	The Support ticket involves errors with clusters
support_manage_infra_clusters_gitops	The Support ticket involves gitops and clusters
support_manage_infra_clusters_migrate	The Support ticket involves migrating clusters
support_manage_infra_clusters_other	The Support ticket involves something else about clusters
support_manage_infra_clusters_vulnerability_scanning	The Support ticket involves cluster vulnerability scanning
support_manage_infra_code	The Support ticket involves managing infrastructure via code
support_manage_infra_code_errors	The Support ticket involves errors when managing infrastructure via code
support_manage_infra_code_other	The Support ticket involves something else about managing infrastructure via code
support_manage_infra_code_questions	The Support ticket involves questions about managing infrastructure via code
support_manage_infra_code_setup	The Support ticket involves setting up managing infrastructure via code
support_manage_infra_code_tf_integration	The Support ticket involves terraform integrations when managing infrastructure via code
support_manage_infra_code_tf_state	The Support ticket involves terraform state issues when managing infrastructure via code
support_manage_infra_other	The Support ticket involves something else about manageing infrastructure
support_manage_infra_runbooks	The Support ticket involves runbooks
support_manage_infra_runbooks_errors	The Support ticket involves runbooks errors
support_manage_infra_runbooks_other	The Support ticket involves something else about runbooks
support_manage_infra_runbooks_questions	The Support ticket involves runbooks questions
support_manage_infra_runbooks_setup	The Support ticket involves runbooks setup
support_monitoring_error_tracking	The Support ticket involves Error Tracking
support_monitoring_general_errors	The Support ticket involves monitoring errors
support_monitoring_general_other	The Support ticket involves something else about monitoring
support_monitoring_general_questions	The Support ticket involves monitoring questions
support_monitoring_general_setup	The Support ticket involves monitoring setup
support_monitoring_incidents	The Support ticket involves incidents
support_monitoring_incidents_alerts	The Support ticket involves incident alerts
support_monitoring_incidents_escalations	The Support ticket involves incident escalations
support_monitoring_incidents_incidents	The Support ticket involves incident management
support_monitoring_incidents_oncall	The Support ticket involves incident oncall
support_monitoring_incidents_other	The Support ticket involves something else about incidents
support_monitoring_incidents_paging	The Support ticket involves incident paging
support_monitoring_incidents_status_page	The Support ticket involves incident status pages
support_monitoring_other	The Support ticket involves something else about monitoring
support_monitoring_product_analytics	The Support ticket involves product analysis
support_packages_composer	The Support ticket involves compose packages
support_packages_container	The Support ticket involves container registry
support_packages_dependency_proxy	The Support ticket involves dependency proxy
support_packages_dependency_proxy_errors	The Support ticket involves dependency proxy errors
support_packages_dependency_proxy_other	The Support ticket involves something else about dependency proxy
support_packages_dependency_proxy_questions	The Support ticket involves dependency proxy questions
support_packages_generic	The Support ticket involves generic packages
support_packages_infra	The Support ticket involves infra registries
support_packages_maven	The Support ticket involves maven packages
support_packages_npm	The Support ticket involves npm packages
support_packages_nuget	The Support ticket involves nuget packages
support_packages_other	The Support ticket involves something else about packages
support_packages_packages_building	The Support ticket involves building packages
support_packages_packages_installing	The Support ticket involves installing packages
support_packages_packages_other	The Support ticket involves something else about packages
support_packages_packages_questions	The Support ticket involves package questions
support_packages_pypi	The Support ticket involves pypi packages
support_packages_registries_building	The Support ticket involves building registries
support_packages_registries_deleting	The Support ticket involves deleting registries
support_packages_registries_errors	The Support ticket involves registry errors
support_packages_registries_other	The Support ticket involves something else about registries
support_packages_registries_questions	The Support ticket involves registry questions
support_performance_agent	The Support ticket involves performance of the agent
support_performance_alertmanager	The Support ticket involves performance of the alertmanager
support_performance_certifcates	The Support ticket involves performance of the certificates
support_performance_consul	The Support ticket involves performance of the consul
support_performance_database	The Support ticket involves performance of the database
support_performance_emails	The Support ticket involves performance of the emails
support_performance_exporter	The Support ticket involves performance of the exporter
support_performance_geo	The Support ticket involves performance of the geo
support_performance_gitaly	The Support ticket involves performance of the gitaly
support_performance_grafana	The Support ticket involves performance of the grafana
support_performance_lfs	The Support ticket involves performance of the LFS
support_performance_logrotate	The Support ticket involves performance of the logrotate
support_performance_mattermost	The Support ticket involves performance of the mattermost
support_performance_nginx	The Support ticket involves performance of the nginx
support_performance_node_exporter	The Support ticket involves performance of the node exporter
support_performance_object_storage	The Support ticket involves performance of the object storage
support_performance_other	The Support ticket involves performance of the something else
support_performance_patroni	The Support ticket involves performance of the patroni
support_performance_pgbouncer	The Support ticket involves performance of the pgbouncer
support_performance_praefect	The Support ticket involves performance of the praefect
support_performance_prometheus	The Support ticket involves performance of the prmetheus
support_performance_puma	The Support ticket involves performance of the puma
support_performance_redis	The Support ticket involves performance of the redis
support_performance_registry	The Support ticket involves performance of the registry
support_performance_sentry	The Support ticket involves performance of the sentry
support_performance_sidekiq	The Support ticket involves performance of the sidekiq
support_performance_ssl	The Support ticket involves performance of the SSLs
support_performance_workhorse	The Support ticket involves performance of the workhorse
support_pg_management_group	The Support ticket involves groups
support_pg_management_group_creation	The Support ticket involves group creation
support_pg_management_group_errors	The Support ticket involves group errors
support_pg_management_group_memberships	The Support ticket involves group memberships
support_pg_management_group_other	The Support ticket involves something else about groups
support_pg_management_group_questions	The Support ticket involves group questions
support_pg_management_group_settings	The Support ticket involves group settings
support_pg_management_issues	The Support ticket involves issues
support_pg_management_issues_boards	The Support ticket involves issue boards
support_pg_management_issues_creation	The Support ticket involves issue creation
support_pg_management_issues_designs	The Support ticket involves issue designs
support_pg_management_issues_errors	The Support ticket involves issue errors
support_pg_management_issues_other	The Support ticket involves something else about issues
support_pg_management_issues_questions	The Support ticket involves issue questions
support_pg_management_issues_settings	The Support ticket involves issue settings
support_pg_management_iterations	The Support ticket involves iterations or milestones
support_pg_management_iterations_iterations	The Support ticket involves iterations
support_pg_management_iterations_milestones	The Support ticket involves milestones
support_pg_management_labels	The Support ticket involves labels
support_pg_management_labels_group	The Support ticket involves group labels
support_pg_management_labels_project	The Support ticket involves project labels
support_pg_management_mrs	The Support ticket involves MRs
support_pg_management_mrs_approvals	The Support ticket involves MR approvals
support_pg_management_mrs_changes	The Support ticket involves MR changes
support_pg_management_mrs_conflicts	The Support ticket involves MR conflicts
support_pg_management_mrs_creation	The Support ticket involves MR creation
support_pg_management_mrs_dependencies	The Support ticket involves MR dependencies
support_pg_management_mrs_management	The Support ticket involves MR management
support_pg_management_mrs_other	The Support ticket involves something else about MRs
support_pg_management_other	The Support ticket involves something else about project/group management
support_pg_management_project	The Support ticket involves projects
support_pg_management_project_creation	The Support ticket involves project creation
support_pg_management_project_errors	The Support ticket involves project errors
support_pg_management_project_import_export	The Support ticket involves import/export
support_pg_management_project_other	The Support ticket involves something else about projects
support_pg_management_project_pages	The Support ticket involves GitLab pages
support_pg_management_project_questions	The Support ticket involves project questions
support_pg_management_project_service_desk	The Support ticket involves service desk
support_pg_management_project_settings	The Support ticket involves project settings
support_pg_management_repository	The Support ticket involves repositories
support_pg_management_repository_branches	The Support ticket involves branches
support_pg_management_repository_code_owners	The Support ticket involves code owners
support_pg_management_repository_creation	The Support ticket involves repository creation
support_pg_management_repository_forking	The Support ticket involves forking
support_pg_management_repository_lfs	The Support ticket involves LFS
support_pg_management_repository_mirroring	The Support ticket involves mirroring
support_pg_management_repository_other	The Support ticket involves something else about repositories
support_pg_management_repository_settings	The Support ticket involves repository settings
support_pg_management_repository_snippets	The Support ticket involves snippets
support_pg_management_requirements	The Support ticket involves requirements
support_pg_management_requirements_creation	The Support ticket involves requirement creation
support_pg_management_requirements_errors	The Support ticket involves requirement errors
support_pg_management_requirements_other	The Support ticket involves something else about requirements
support_pg_management_requirements_questions	The Support ticket involves requirement questions
support_pg_management_requirements_settings	The Support ticket involves requirement settings
support_pg_management_roadmaps	The Support ticket involves roadmaps
support_pg_management_user	The Support ticket involves users
support_pg_management_user_creation	The Support ticket involves user creation
support_pg_management_user_errors	The Support ticket involves user errors
support_pg_management_user_other	The Support ticket involves something else about users
support_pg_management_user_questions	The Support ticket involves user questions
support_pg_management_user_settings	The Support ticket involves user settings
support_pg_management_user_todo_lists	The Support ticket involves user TODO lists
support_pg_management_wiki	The Support ticket involves wikis
support_pg_management_wiki_group	The Support ticket involves group wikis
support_pg_management_wiki_project	The Support ticket involves project wikis
support_runners_agent	The Support ticket involves k8s agent runners
support_runners_configuration	The Support ticket involves runner configuration
support_runners_docker	The Support ticket involves docker runners
support_runners_errors	The Support ticket involves runner errors
support_runners_freebsd	The Support ticket involves freebsd runners
support_runners_helm	The Support ticket involves helm runners
support_runners_installation	The Support ticket involves runner installation
support_runners_linux	The Support ticket involves linux runners
support_runners_macos	The Support ticket involves macos runners
support_runners_operator	The Support ticket involves operator runners
support_runners_other	The Support ticket involves some other kind of runner
support_runners_other_topic	The Support ticket involves something else about runners
support_runners_questions	The Support ticket involves runner questions
support_runners_shared	The Support ticket involves shared runners
support_runners_windows	The Support ticket involves Windows runners
support_secure_api_fuzzing	The Support ticket involves API fuzzing
support_secure_cve_id	The Support ticket involves CVE IDs
support_secure_dast	The Support ticket involves DSAT
support_secure_dependency_scanning	The Support ticket involves dependency scanning
support_secure_errors	The Support ticket involves secure errors
support_secure_fuzz_testing	The Support ticket involves fuzz testing
support_secure_iac_scanning	The Support ticket involves IAC scanning
support_secure_offline_envs	The Support ticket involves offline environments
support_secure_other	The Support ticket involves something else about secure
support_secure_other_topic	The Support ticket involves something else about secure
support_secure_policies	The Support ticket involves policies
support_secure_questions	The Support ticket involves secure questions
support_secure_revocation	The Support ticket involves revocations
support_secure_sast	The Support ticket involves SAST
support_secure_scanner_integration	The Support ticket involves scanner integrations
support_secure_secret_detection	The Support ticket involves secret detection
support_secure_security_config	The Support ticket involves security configuration
support_secure_security_dashboard	The Support ticket involves security dhasboards
support_secure_setup	The Support ticket involves secure setup
support_secure_vulnerability_levels	The Support ticket involves vulnerability levels
support_secure_vulnerability_page	The Support ticket involves vulnerability pages
support_secure_vulnerability_report	The Support ticket involves vulnerability reports
support_usage_quotas_calc	The Support ticket involves usage quota calculations
support_usage_quotas_minutes	The Support ticket involves usage quota minutes
support_usage_quotas_other	The Support ticket involves something else about usage quota
support_usage_quotas_questions	The Support ticket involves usage quota questions
support_usage_quotas_seats	The Support ticket involves usage quota seats
support_usage_quotas_storage	The Support ticket involves usage quota storage

License and Renewals Internal Request Tags

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"

Automation Skipping Related Tags

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

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.
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