Tags in Zoho Desk are a combination of words that can be used to add more context, classify and locate tickets. For example, you can tag tickets submitted for a service outage as ’outage’. Sometimes multiple tags can be created for the same issue, similarly tickets might still have the tags even after the issue gets resolved. This can obscure the context. To avoid such situations, you can manage your tags more efficiently by editing and deleting the ones that are redundant or no longer in use. 

Editing tags

You can edit a tag to change its name. You give your tag a new name or use the name of an existing tag.

New Name

When you use a name that is not already used by another tag, it will replace the old one on all associated tickets, including those marked as spam, archived, and moved to the bin. The new tag name will also appear in custom views, reports, and automation rules.

Existing Name

When editing, if you use the name of an existing tag, you will be given the option to delete the edited tag and transfer its tickets to existing tag. For example, if we edit the tag 'websitemalfunction' and change it to 'outage' which already exists, the tag 'websitemalfunction' will be deleted and its tickets will be transferred to 'outage'.

To edit tags

1. Select the Tickets Module.
2. On the Tickets List Page, select Tags from the side bar.
   
   
3. You will find tags listed under Recent and All Tags.
4. Hover over the tag you wish to edit and click the (...) icon.
   
   
   
5. Select Edit. In the panel that pops up, enter a name for the tag.
   
6. Click Save.
   

Deleting tags

To delete tags

1. Select the Tickets Module.
   
2. On the Tickets List Page, select Tags from the side bar.
   
3. You will find tags listed under Recent and All Tags.
   
4. Hover over the tag you wish to delete and click the (...) icon.
   
5. Select Delete.
6. An alert stating the results of the action will pop up.
   
7. Click Delete.
   
8. The tag will be permanently deleted.
   

Who can edit and delete tags?

Only users with administrative privileges can edit and delete tags.

Administrators can enable this permission manually for other profiles except light agents.

To enable management permission: 

1. Go to Setup > User Management > Profiles.
2. Select the profile for which you want to enable the tag modifying permission.
   
3. Under Request Permission, click Manage Tags.
   
4. If you want to give a user permission to edit tags and not delete, or vice versa, select the downward arrow below Manage Tags
   
5. In the pop-up, uncheck the desired action and click Save.

Note - Tag modification capabilities are only available in the new version of Zoho Desk. 

Refer to the Using Ticket tags article to learn how to create tags and add them to tickets.