System Wide Tagging

Tags replace the traditional categorization paradigm. Instead of a rigid and opaque category tree, Zendesk employs tags to describe your tickets.

When creating a ticket, tags are auto suggested from a built-in dictionary based on the ticket description and the climate of your help desk. Tags then tie together all entities in your help desk.

• You can browse tickets by tag. RSS feeds are available for a specific tag, or a set of specific tags. You can also use tags as a parameter for your business rules.
• Any tag produces a relative tag cloud allowing you to drill further down into tag combinations.
• Same principle applies for solutions.