Using Tags in Automation - Zoho Desk Knowledgebase

Can I use ticket tags in automation?

Yes, you can create automation rules that trigger some actions when you add a specific tag to a ticket. For example, based on a tag, you can automatically assign tickets, send alerts, create activities, set due times, and more. You can add tags as a condition in assignment rules, workflows, blueprint, SLAs and supervise. To do this, build a condition statement to include or exclude tags by using the operators "is" or "isn't".



Notes:
  • You cannot have the automation add a tag to your tickets when it runs.
  • You can add a maximum 20 tags per condition as comma separated values.
  • Each tag must be between 3 and 50 characters long.
  • Special characters are not supported in tags.
  • Multiple spaces in tags will be condensed into a single space.
  • Tags are case in-sensitive, so they can be written either in lowercase or in uppercase, or any mixture of cases.
  • Duplicate tags in condition statements are automatically removed.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                      Still can't find what you're looking for?

                      Write to us: support@zohoforms.com


                            




                            

                          Zoho Marketing Automation

                            Zoho Sheet Resources

                             




                                Zoho Forms Resources


                                  Secure your business
                                  communication with Zoho Mail


                                  Mail on the move with
                                  Zoho Mail mobile application

                                    Stay on top of your schedule
                                    at all times


                                    Carry your calendar with you
                                    Anytime, anywhere




                                          Zoho Sign Resources

                                            Sign, Paperless!

                                            Sign and send business documents on the go!

                                            Get Started Now


                                                Zoho SalesIQ Resources



                                                    Zoho TeamInbox Resources



                                                            Zoho DataPrep Resources



                                                              Zoho DataPrep Demo

                                                              Get a personalized demo or POC

                                                              REGISTER NOW


                                                                Design. Discuss. Deliver.

                                                                Create visually engaging stories with Zoho Show.

                                                                Get Started Now











                                                                                      • Related Articles

                                                                                      • Using Ticket Tags

                                                                                        Tags are words or a combination of words that can be used to add more context to tickets. For example, you might want to tag the tickets as 'demo' if they require a product demonstration. Later, you can view the top trending tags or send a follow-up ...
                                                                                      • Can I delete my existing tags?

                                                                                        We are sorry, but it is not possible to delete tags once they are added to your Zoho Desk. Nevertheless, you can discontinue their usage by removing it from tickets. This can be done by filtering out tickets by tag and delete them manually from the ...
                                                                                      • Setting up Skill-based Ticket Routing to Agents

                                                                                        Skill-based ticket routing is an advanced routing strategy that routes tickets to customer support agents who are best qualified to reply to the incoming tickets. It works by matching the skills required to answer a ticket with those assigned to the ...
                                                                                      • Creating Ticket Assignment Rules

                                                                                        Assignment rules help you automatically assign the tickets that are received in your Zoho Desk. The rule based on certain specified conditions can route tickets to the appropriate department and further assign ownership to it. While this makes sense ...
                                                                                      • Understanding the On hold ticket state

                                                                                        Ticket statuses help customers and agents to track progress and manage the lifecycle of a ticket. For example, it tells you whether it's the customer or an agent that needs to act next. All tickets in Zoho Desk can be in one of the following three ...
                                                                                      Wherever you are is as good as
                                                                                      your workplace

                                                                                        Resources

                                                                                        Videos

                                                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                        eBooks

                                                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                        Webinars

                                                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                        CRM Tips

                                                                                        Make the most of Zoho CRM with these useful tips.



                                                                                          Zoho Show Resources