On-Demand: Tags

On-Demand: Tags

Provide your agents with helpful context using tags

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About this course

  Video (20 min)

 

  Reading (17 min)

 

  Hands-on activity (15 min)

 


Description 

This course goes beyond the basics of the tagging feature in Zendesk. You'll learn how tags are applied, who can apply them, and how they can be used to provide context to tickets, users, and organizations. You'll also explore how tags can make the agent experience more efficient by using tags in searches and views.

 

Course Topics

 
  • Explore how tags are used 
  • Use ticket tags with your business rules
  • Add user and organization tags to provide context and route tickets
  • Use tags to enhance the agent experience

Audience

This course is for Zendesk admins.

Recommended Prerequisites 

Foundational Support Learning Path


Instructional Designer

Rachelle Albright

Instructional Designer for Support

 

Curriculum52 min

  • Explore how tags are used
  • Tags overview 3 min
  • Use ticket tags with your business rules
  • Demo: Create ticket tags 5 min
  • Knowledge check and best practice 1 min
  • Use tags with macros and triggers 2 min
  • Demo: Bump, bump, solve 4 min
  • Knowledge check and best practice 2 min
  • Configure this 15 min
  • Add user and organization tags to provide context and route tickets
  • User and organization tags 3 min
  • Demo: Add user and organization tags 3 min
  • Demo: Routing tickets with user and organization tags 3 min
  • Use tags to enhance the agent experience
  • Using tags in searches and views 1 min
  • Demo: Using tags in searches and views 3 min
  • Agent tagging permissions 2 min
  • Demo: Set up tag abilities (Enterprise account) 2 min
  • Knowledge check and best practices 1 min
  • Wrap up
  • Course summary 1 min
  • Key terms 1 min
  • Post-session survey

About this course

  Video (20 min)

 

  Reading (17 min)

 

  Hands-on activity (15 min)

 


Description 

This course goes beyond the basics of the tagging feature in Zendesk. You'll learn how tags are applied, who can apply them, and how they can be used to provide context to tickets, users, and organizations. You'll also explore how tags can make the agent experience more efficient by using tags in searches and views.

 

Course Topics

 
  • Explore how tags are used 
  • Use ticket tags with your business rules
  • Add user and organization tags to provide context and route tickets
  • Use tags to enhance the agent experience

Audience

This course is for Zendesk admins.

Recommended Prerequisites 

Foundational Support Learning Path


Instructional Designer

Rachelle Albright

Instructional Designer for Support

 

Curriculum52 min

  • Explore how tags are used
  • Tags overview 3 min
  • Use ticket tags with your business rules
  • Demo: Create ticket tags 5 min
  • Knowledge check and best practice 1 min
  • Use tags with macros and triggers 2 min
  • Demo: Bump, bump, solve 4 min
  • Knowledge check and best practice 2 min
  • Configure this 15 min
  • Add user and organization tags to provide context and route tickets
  • User and organization tags 3 min
  • Demo: Add user and organization tags 3 min
  • Demo: Routing tickets with user and organization tags 3 min
  • Use tags to enhance the agent experience
  • Using tags in searches and views 1 min
  • Demo: Using tags in searches and views 3 min
  • Agent tagging permissions 2 min
  • Demo: Set up tag abilities (Enterprise account) 2 min
  • Knowledge check and best practices 1 min
  • Wrap up
  • Course summary 1 min
  • Key terms 1 min
  • Post-session survey