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.

Example

Here we will use the Zendesk helpdesk to create tickets in our workflow with a specific tag that will be beneficial for the support agents.

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

Here is an example conversation a customer may have.

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