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Move or adjust Tag field in support agent workspace

Related products:Support
  • September 7, 2023
  • 14 replies
  • 54 views
S

With the rollout of the new features to customize the agent workspace within a ticket, it looks like the "Tag" field was overlooked. There appears to be no way to move or minimize the Tag field. It would be great if this could be made possible.

We know that you can hide the Tag field but we want our agents to be able to see it in case of any issues or adjustments. However, we want to move it to the bottom of the form fields so it is out of the way. It can often take up a lot of space when multiple tags are added, especially when using Omnichannel routing and other automation reliant on Tags. 

Either have the ability to move it to the bottom of the form or allow us to minimize/shrink the window size in some way so it doesn't display the long list of tags. 

    14 replies

    Kevin38
    • Kevin38
    • December 14, 2023

    Agreed.... I would like to be able to move the Tags field further down.

    Sydney11
    • Sydney11
    • December 14, 2023

    Agreed - we have probably 20+ tags being added per ticket which takes up a lot of space - it would also be nice to either hide the field, or minimize it

      Shawna James
      • Shawna JamesCommunity Manager
      • Community Manager
      • December 15, 2023
      Hey Stephen, thank you for taking the time to provide us with your feedback. This 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!
      Sydney11
      • Sydney11
      • March 27, 2024

      There is the “Hide ticket fields” app but we don't want to hide the tags. We do reference them often so if we could just move them lower down on the form so you don't have to see them so high up on the form. We have tags restricted so you can't even edit them without a macro so there is literally no point to have them so high up anyways

        Sydney11
        • Sydney11
        • May 6, 2024

        I am not sure why this is awaiting my reply

        C
        • Chad12
        • October 9, 2024

        There is so much real estate being taken away.  Why not make it like skills as a box until itself so it goes towards the bottom of the properties section.

        Nick Sgarioto

        Following - this would be handy. Moving tags to the bottom of the screen with skills, or having the field collapsable gives a lot more real estate to the more important ticket aspects. Hiding tags altogether isn't an ideal solution. 

        Nick
        Frank22
        • Frank22
        • December 27, 2024

        Checking in on this. It's been a year. What a wonderful New Years 2025 gift this would be! Please provide an update if you can. Thanks!

        Vishal Jethani
        Thank you for your enhancement request! The idea of allowing users to move the tag field to the bottom of the list or to minimize, shrink, or collapse it is a valuable suggestion. I’ve added it to our backlog for future consideration, which means we will evaluate its priority during our upcoming planning cycle.
         
        We are going to leave this post open for comments to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
         
        Thank you again for your feedback and for being a valuable customer with Zendesk.
          B
          • Ben40
          • January 16, 2025

          This would be a great enhancement for us. We use a lot of tags, and need to be able to review/edit them occasionally, but for our agents day to day they should be out of the way

           

          It would be great to be able to minimise and move where the tags go

          M
          • Moran11
          • March 10, 2025

          Same here, I'd like to move both tags, and followers, really anything, even the brand, this is all “useless” info for the most part yet it's the first thing you see at the top.

          Erik18
          • Erik18
          • Newcomer
          • November 17, 2025

          Hi, 

          Do you have any status update regardig this request? We would also like to move the Tags field down to give more focus on important other ticket fields.

          S
          • Sarah45
          • January 30, 2026

          I would also like this feature. Any updates?

          Keegan11
          • Keegan11
          • Newcomer
          • July 9, 2026

          Would also love this feature. The tags field can take up quite a bit of space on the ticket form and is rarely engaged with by agents. I’d prefer to be able to present the more relevant fields that agents interact with in the space currently occupied by Tags, preventing the need for scrolling down the ticket form

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