The tag may be automatically added because Automatic Ticket Tagging is enabled.
If you enable automatic ticket tagging, Zendesk Support scans new incoming ticket descriptions looking for words longer than two characters and then compares those words to tags that have already been used. The top three matches are added to the ticket. You can then use those tags in your business rules to, for example, automatically route tickets to specific groups or agents.
Tags are only automatically added to tickets that come from end-users via the ticket channels. Tags will not be added if an agent submits a ticket from within Support. However, if an agent creates a new ticket using an email, automatic tags will be applied.
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Tickets > Settings. - In the Tags section, select the Enable automatic ticket tagging option.
- Click Save tab.
To disable automatic ticket tagging
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Settings.
- In the Tags section, deselect the Enable automatic ticket tagging option.
- Click Save tab.
If you disable automatic tagging, you can still add tags manually.
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