It would be helpful to be able to edit tags and it reflect on the tickets according. For example your company is name Apple but you change it to Slice, if would be helpful to automate the change in tags to reflect that instead of having old tags generate.
Accepted
Being able to edit tags
I am also interested in this. I have realized a few Agents have created Tags and named them incorrectly. I am needing to change them, and want the change to flow through to tickets and reports.
Team, any development done on being able to edit Tags?
We're able to edit other attributes like Organizations, but not Tags.
Would really help as originally indicated to reflect change needs etc. without starting to create new tags and attach them to tickets, KB articles etc.
Hi
We are struggling with the same topic.
It would be great if there is a feature to rename a tag (and not just doing this as a bulk "delete" and "add new" tag action).
Use case:
If there is a typing error present in a tag (and recognized too late) or the structure of tags has to be adapted, it would be great to simple rename the misspelt tags - even in case of "Closed" or "Archived" tickets. It is no delete tag action. It is just about to correct the spelling.
F.Keijmes asked (in July 2021) if there such a "rename" feature on Zendesk's development road map but did not get a reply. Please can somebody of Zendesk check this again and let us know if a "rename tag" feature is already implemented or if it is canceled and out of scope for Zendesk.
Thanks in advance
Juergen
I have asked Zendesk support team directly about the status or planned action of a "rename tag" feature. My questions had been answered within one day, see below:
There isn’t a native functionality yet to rename a tag. Furthermore, tickets that are in closed status can no longer be edited due to system ticket rules so yes, even if the feature is existing, I'm afraid this still cannot be applied to closed tickets.
As of now, it's not yet planned, I'm afraid. Nevertheless, threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Thanks to Zendesk's support team for the fast and clear feedback ;-). We know now that there is no need to look for or to expect this feature currently.
Juergen
+1 being able to rename tags in use - there are tags that do not match a naming convention but it is used since we started ZD. We don't want to just create a new one and update all our triggers to accommodate, we wish it was a rename feature - so that maybe on the back end it was the same but visually, it was different - this also applies to fields - as there is sometimes a new selection is created but the tag is forgotten about to be updated and it isn't noticed until very late - we can't just edit the tag or it will break reporting.
It would be much easier and better usability to just rename a tag
- Community Manager
Hello all, thank you for taking the time to provide us with your feedback here. I want to confirm this feedback has been logged for our PM team to review. For others who may be interested in this feature request, please continue add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
This would be good for spelling mistakes so old tickets can be updated easily as well
- Employee
Thank you for your feedback. We presently have Modify Closed Tickets in BETA today which does allow customers to edit “tags” on closed tickets.
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Hi Lindsay and Shona –
There are a couple of workarounds can may be helpful, with an important limitation.
The important caveat to both of these (and any other method of modifying tickets) is that Closed tickets cannot be modified.