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.

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