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Ticket Tagging for Handoffs

Tags are extremely useful for a number of reasons.

  • First and foremost, tags will prioritize and route tickets quickly.
  • Tags will also help contribute good data about tickets.
  • Having the appropriate tags attached to all your non-deflected queries will enable your agents to resolve customer issues quickly and efficiently.


Tagging alone does not automatically route the conversation. If you have set up routing rules or triggers in your help desk, you should review and confirm that these rules will pick up the tagged conversations and route them to the right person. If such rules or triggers don't exist, you will need to create them to ensure that conversations with the appropriate tags are routed correctly.


Using the Zendesk helpdesk, you can create tickets in your workflow with a specific tag that will be beneficial for support agents.

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This simple workflow will be triggered in a conversation when the user has issues with their account password. One of the actions in this workflow will create a Zendesk support ticket with a specific tag (e.g., password_issue) that we can attach to give agents more information.

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Example conversation a customer may have

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On Zendesk's helpdesk, the agent will see the open ticket with the tag password_issue, which can give them additional information or even help route tickets based on the configured tags.

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