Tags

Support Operations documentation page for Zendesk tags

What are Zendesk tags?

As per Zendesk:

Tags are words, or combinations of words, you can use to add more context to tickets and topics. You can apply tags to tickets, users, and organizations.

At its core, Zendesk relies on tags pretty heavily. As such, it is best to fully understand the tags used and how they correlate to what Zendesk does to the ticket.

As there are many, many tags, and new ones get added frequently, we will not list them all out here. Instead, here are the ones likely to be the most important to those working within Zendesk:

Zendesk Global common tags

SLA Related Tags
Tag What it means
starter Signifies the ticket is using a Starter plan, granting Standard SLA on Support tickets
premium Signifies the ticket is using a Premium plan, granting Priority SLA on Support tickets
ultimate Signifies the ticket is using a Ultimate plan, granting Priority SLA on Support tickets
bronze Signifies the ticket is using a Bronze plan, granting Standard SLA on Support tickets
silver Signifies the ticket is using a Silver plan, granting Priority SLA on Support tickets
gold Signifies the ticket is using a Gold plan, granting Priority SLA on Support tickets
priority_prospect Signifies the ticket is from a prospect who has been temporarily granted Standard SLA on Support tickets
free_customer Signifies the ticket is from a non-paying end-user. This means they receive no SLA on Support Tickets
missing_sla_tag This means the ticket is missing any form of SLA tagging. As this is a problem, this tag applies a Standard SLA
low Signifies the ticket as a Low priority, thus granting it bare-level support SLAs for Support tickets with Priority SLA
medium Signifies the ticket as a Normal priority, thus granting it mid-level support SLAs for Support tickets with Priority SLA
high Signifies the ticket as a High priority, thus granting it high level support SLAs for Support tickets with Priority SLA
urgent Signifies the ticket is an emergency request
prospect Signifies the ticket is from a prospect. This means they receive no SLA on Support Tickets
trial Signifies the ticket is from a non-paying end-user using the trial system. This means they receive no SLA on Support Tickets
consumption_only Signifies the ticket is a consumption ticket
Account Related Tags
Tag What it means
customer Signifies the ticket is from an account labeled as Customer
former_customer Signifies the ticket is from an account labeled as Former Customer
authorized_reseller Signifies the ticket is from an account labeled as Authorized Reseller
integrator Signifies the ticket is from an account labeled as Integrator
partner Signifies the ticket is from an account labeled as Partner
unofficial_reseller Signifies the ticket is from an account labeled as Unofficial Reseller
open_partner Signifies the ticket is from an account labeled as Open Partner
select_partner Signifies the ticket is from an account labeled as Select Partner
alliance_partner Signifies the ticket is from an account labeled as Alliance Partner
Categorization tags
Tag What it means
lnr_category_cdot The L&R ticket involves customers.gitlab.com
lnr_category_other The L&R ticket’s category is unknown
lnr_category_purchasing_issues The L&R ticket involves purchasing issues
lnr_category_qsr The L&R ticket involves QSR
lnr_category_saas The L&R ticket involves saas issues
lnr_category_sm The L&R ticket involves self-managed issues
lnr_category_special_program The L&R ticket involves GitLab special programs (EDU, OSS, etc.)
lnr_category_trial The L&R ticket involves GitLab trials
lnr_cdot_contacts The L&R ticket involves customers.gitlab.com account contacts
lnr_cdot_login The L&R ticket involves customers.gitlab.com login issues
lnr_cdot_other The L&R ticket involves customers.gitlab.com in some way
lnr_cdot_transfer The L&R ticket involves customers.gitlab.com account transfers
lnr_purchasing_issues_cc_issues The L&R ticket involves CC issues when purchasing
lnr_purchasing_issues_non_cc_issues The L&R ticket involves non-CC issues when purchasing
lnr_purchasing_issues_other The L&R ticket involves some other purchasing issue
lnr_qsr_dispute The L&R ticket involves a QSR dispute
lnr_qsr_other The L&R ticket involves something else about QSR
lnr_qsr_questions The L&R ticket involves QSR questions
lnr_saas_link_sub The L&R ticket involves linking a subscription to a namespace
lnr_saas_other The L&R ticket involves something else about saas subscriptions
lnr_saas_seat_usage The L&R ticket involves namespace seat usage
lnr_saas_sub_issues The L&R ticket involves an issue with a saas subscription
lnr_sm_cloud_opt_out The L&R ticket involves opting out of SCL
lnr_sm_did_not_receive The L&R ticket involves not receiving a SM license
lnr_sm_license_errors The L&R ticket involves errors applying a SM license
lnr_sm_other The L&R ticket involves something else about SM licenses
lnr_sm_resend_to_new_contact The L&R ticket involves sending a license to a new contact
lnr_sm_seat_usage The L&R ticket involves seat usage on a SM instance
lnr_special_programs_other The L&R ticket involves something else about special programs
lnr_special_programs_questions The L&R ticket involves general questions about special programs
lnr_special_programs_renew The L&R ticket involves renewing a special program offerring
lnr_special_programs_sheerid The L&R ticket involves issues appying a SheerID
lnr_trial_cannot_apply The L&R ticket involves not being able to apply a trial
lnr_trial_cannot_start The L&R ticket involves not being able to start a trial
lnr_trial_other The L&R ticket involves something else about trials
lnr_trial_questions The L&R ticket involves general trial questions
resold_status_no The customer has stated they did not buy via a reseller
resold_status_reseller The customer has stated they are a reseller
resold_status_resold The customer has stated they did buy via a reseller
resold_status_unsure The customer is unsure if they bought via a reseller or not
saas_account_2fa_issues_questions The SaaS Account ticket involves 2FA questions
saas_account_2fa_issues_removal The SaaS Account ticket involves 2FA removal
saas_account_2fa_issues_setup The SaaS Account ticket involves 2FA setup
saas_account_access_issues_blocked The SaaS Account ticket involves getting account blocked errors
saas_account_access_issues_cannot_login The SaaS Account ticket involves not being able to login to gitlab.com
saas_account_access_issues_change_account The SaaS Account ticket involves changing something on a gitlab.com account
saas_account_access_issues_cloudflare The SaaS Account ticket involves CloudFlare issues
saas_account_access_issues_ip_blocked The SaaS Account ticket involves the customer’s IP being blocked
saas_account_access_issues_locked The SaaS Account ticket involves getting account locked errors
saas_account_access_issues_other The SaaS Account ticket involves something else about accessing gitlab.com
saas_account_category_2fa_issues The SaaS Account ticket involves 2FA
saas_account_category_access_issues The SaaS Account ticket involves accessing gitlab.com
saas_account_category_account_deletion The SaaS Account ticket involves account deletion
saas_account_category_email_issues The SaaS Account ticket involves email issues
saas_account_category_namesquatting The SaaS Account ticket involves namesquatting
saas_account_category_other The SaaS Account ticket something else
saas_account_category_registration_issues The SaaS Account ticket involves registering a gitlab.com account
saas_account_email_issues_confirmation The SaaS Account ticket involves confirmation emails
saas_account_email_issues_notifications The SaaS Account ticket involves notification emails
saas_account_email_issues_reset The SaaS Account ticket involves password reset emails
support_administering_gitlab_admin_area The Support ticket involves the GitLab admin area
support_administering_gitlab_admin_area_instance The Support ticket
support_administering_gitlab_admin_area_limits The Support ticket account limits and settings in the GitLab admin area
support_administering_gitlab_admin_area_other The Support ticket something else about the GitLab admin area
support_administering_gitlab_admin_area_questions The Support ticket involves GitLab admin area questions
support_administering_gitlab_admin_area_user_group The Support ticket involves user/group management in the GitLab admin area
support_administering_gitlab_backups The Support ticket involves backups
support_administering_gitlab_backups_create The Support ticket involves creating backups
support_administering_gitlab_backups_manage The Support ticket involves managing backups
support_administering_gitlab_backups_other The Support ticket involves something else about backups
support_administering_gitlab_backups_restore The Support ticket involves restores
support_administering_gitlab_other The Support ticket something else about administering a GitLab instance
support_administering_gitlab_securing The Support ticket involves securing the GitLab instance
support_administering_gitlab_securing_2fa The Support ticket involves enforcing 2FA on a SM instance
support_administering_gitlab_securing_compliance The Support ticket involves compliance features
support_administering_gitlab_securing_email_confirmation The Support ticket involves user email confirmation
support_administering_gitlab_securing_exclusivity The Support ticket involves infromation exclusivity
support_administering_gitlab_securing_incidents The Support ticket involves responding to security incidents
support_administering_gitlab_securing_jobs The Support ticket involves the security of running jobs
support_administering_gitlab_securing_other The Support ticket involves something else about securing the GitLab instance
support_administering_gitlab_securing_proxying The Support ticket involves proxy assets
support_administering_gitlab_securing_rate_limits The Support ticket involves rate limits
support_administering_gitlab_securing_ssh_keys The Support ticket involves limtis on SSH keys
support_administering_gitlab_securing_token The Support ticket involves token overview
support_administering_gitlab_securing_webhooks The Support ticket involves webhook administration
support_administering_gitlab_upgrades_component The Support ticket involves upgrading SM components
support_administering_gitlab_upgrades_database The Support ticket involves upgrading SM databases
support_administering_gitlab_upgrades_major The Support ticket involves performing major version upgrades
support_administering_gitlab_upgrades_minor The Support ticket involves performing minor version upgrades
support_administering_gitlab_upgrades_other The Support ticket involves something else about upgrading GitLab
support_administering_gitlab_upgrading The Support ticket involves upgrading GitLab
support_analyze_usage_audits The Support ticket involves Audit Events
support_analyze_usage_cicd The Support ticket involves CI/CD analytics
support_analyze_usage_code_review The Support ticket involves Code Review Analytics
support_analyze_usage_contribution The Support ticket involves Contribution Analytics
support_analyze_usage_errors The Support ticket involves errors with analytic tools
support_analyze_usage_group_devops The Support ticket involves Group DevOps Adoption
support_analyze_usage_insights The Support ticket involves Insights
support_analyze_usage_issues The Support ticket involves Issue analytics
support_analyze_usage_mrs The Support ticket involves Merge request analytics
support_analyze_usage_other The Support ticket involves something else about analyzing GitLab usage
support_analyze_usage_other_topic The Support ticket involves something else about analytic tools
support_analyze_usage_productivity The Support ticket involves Productivity Analytics
support_analyze_usage_questions The Support ticket involves questions about analytic tools
support_analyze_usage_respository The Support ticket involves Repository Analytics
support_analyze_usage_setup The Support ticket involves setup of analytic tools
support_analyze_usage_value_stream The Support ticket involves Value stream analytics
support_auth_alicloud The Support ticket involves AliCloud
support_auth_atlassian_crowd The Support ticket involves Atlassian Crowd
support_auth_atlassian_omniauth The Support ticket involves Atlassian Omniauth
support_auth_auth0 The Support ticket involves Auth0 OmniAuth
support_auth_authentiq The Support ticket involves Authentiq OmniAuth
support_auth_aws_cognito The Support ticket involves Amazon Web Services Cognito
support_auth_azure The Support ticket involves Azure OAuth OmniAuth
support_auth_bitbucket The Support ticket involves Bitbucket cloud OmniAuth
support_auth_cas The Support ticket involves CAS OmniAuth
support_auth_facebook The Support ticket involves Facebook OAuth 2.0
support_auth_generic The Support ticket involves Generic OAuth2 Provider
support_auth_github The Support ticket involves GitHub OmniAuth
support_auth_gitlab The Support ticket involves GitLab.com OmniAuth
support_auth_google The Support ticket involves Google OAuth 2.0 OmniAuth
support_auth_issues_errors The Support ticket involves errors using an authentication method
support_auth_jwt The Support ticket involves JWT OmniAuth
support_auth_kerberos The Support ticket involves Kerberos Auth integration
support_auth_ldap The Support ticket involves LDAP
support_auth_oauth_service_provider The Support ticket involves OAuth service provider
support_auth_openid_connect The Support ticket involves OpenID Connect OmniAuth
support_auth_other The Support ticket involves some other authentication method
support_auth_questions The Support ticket involves questions about an authentication method
support_auth_salesforce The Support ticket involves Salesforce OmniAuth
support_auth_saml The Support ticket involves SAML
support_auth_scim The Support ticket involves SCIM
support_auth_setup_configuration The Support ticket involves setting up an authentication method
support_auth_smartcard The Support ticket involves Smartcard authentication
support_auth_sync_issues The Support ticket involves sync issues using an authentication method
support_auth_topic_other The Support ticket involves something else with an authentication method
support_auth_twitter The Support ticket involves Twitter OAuth
support_auth_vault The Support ticket involves Vault Authentication with OpenID
support_category_administering_gitlab The Support ticket involves Administering GitLab
support_category_analyze_usage The Support ticket involves Analyzing GitLab usage
support_category_auth The Support ticket involves Authentication and Authorization
support_category_cicd The Support ticket involves CI/CD
support_category_deployments The Support ticket involves Deployments
support_category_instance_management The Support ticket involves Instance Management
support_category_integrations The Support ticket involves Integrations
support_category_manage_infra The Support ticket involves Managing infrastructure via GitLab
support_category_monitoring The Support ticket involves Monitoring
support_category_other The Support ticket involves something else
support_category_packages The Support ticket involves Packages and Registries
support_category_performance The Support ticket involves Performance
support_category_project_group_management The Support ticket involves Project/Group management
support_category_runners The Support ticket involves Runners
support_category_secure The Support ticket involves Secure
support_category_upgrade_assistance The Support ticket involves upgrading assistance
support_category_usage_quotas The Support ticket involves Usage quotes
support_cicd_artifacts The Support ticket involves CI/CD artifacts
support_cicd_artifacts_creation_topic The Support ticket involves CI/CD artifact creation
support_cicd_artifacts_errors_topic The Support ticket involves CI/CD artifact errors
support_cicd_artifacts_management_topic The Support ticket involves CI/CD artifact management
support_cicd_artifacts_other_topic The Support ticket involves something else about CI/CD artifacts
support_cicd_artifacts_questions_topic The Support ticket involves CI/CD artifact questions
support_cicd_autodevops The Support ticket involves CI/CD AutoDevOps
support_cicd_autodevops_errors The Support ticket involves CI/CD AutoDevOps errors
support_cicd_autodevops_other The Support ticket involves something else about CI/CD AutoDevOps
support_cicd_autodevops_questions The Support ticket involves CI/CD AutoDevOps questions
support_cicd_autodevops_setup The Support ticket involves CI/CD AutoDevOps setup
support_cicd_cache The Support ticket involves CI/CD cache
support_cicd_cache_creation The Support ticket involves CI/CD cache creation
support_cicd_cache_errors The Support ticket involves CI/CD cache errors
support_cicd_cache_management The Support ticket involves CI/CD cache management
support_cicd_cache_other The Support ticket involves something else concerning CI/CD cache
support_cicd_cache_questions The Support ticket involves CI/CD cache questions
support_cicd_ci_file The Support ticket involves the CI/CD file
support_cicd_ci_file_errors The Support ticket involves CI/CD file errors
support_cicd_ci_file_other The Support ticket involves something else concernign the CI/CD file
support_cicd_ci_file_questions The Support ticket involves CI/CD file questions
support_cicd_ci_file_setup The Support ticket involves CI/CD file setup
support_cicd_deployments The Support ticket involves CI/CD deployments
support_cicd_deployments_environments The Support ticket involves CI/CD deployment environments
support_cicd_deployments_feature_flags The Support ticket involves CI/CD deployment feature flags
support_cicd_deployments_releases The Support ticket involves CI/CD deployment releases
support_cicd_deployments_review_apps The Support ticket involves CI/CD deployment review apps
support_cicd_jobs The Support ticket involves CI/CD jobs
support_cicd_jobs_errors The Support ticket involves CI/CD job errors
support_cicd_jobs_other The Support ticket involves something else concerning CI/CD jobs
support_cicd_jobs_questions The Support ticket involves CI/CD job questions
support_cicd_jobs_setup The Support ticket involves CI/CD job setup
support_cicd_other The Support ticket involves something else with CI/CD
support_cicd_pipelines The Support ticket involves CI/CD pipelines
support_cicd_pipelines_errors The Support ticket involves CI/CD pipeline errors
support_cicd_pipelines_merge_trains The Support ticket involves CI/CD merge trains
support_cicd_pipelines_multiproject The Support ticket involves CI/CD multiproject pipelines
support_cicd_pipelines_other The Support ticket involves something else concerning CI/CD pipelines
support_cicd_pipelines_questions The Support ticket involves CI/CD pipeline questions
support_cicd_pipelines_schedules The Support ticket involves CI/CD pipeline schedules
support_cicd_pipelines_setup The Support ticket involves CI/CD pipeline setup
support_cicd_pipelines_triggers The Support ticket involves CI/CD pipeline triggers
support_cicd_variables The Support ticket involves CI/CD variables
support_cicd_variables_ci_file The Support ticket involves CI/CD file variables
support_cicd_variables_group The Support ticket involves CI/CD group variables
support_cicd_variables_project The Support ticket involves CI/CD project variables
support_cicd_variables_schedules The Support ticket involves CI/CD schedule variables
support_deployments_deployments The Support ticket involves deployments
support_deployments_envs The Support ticket involves deployment environments
support_deployments_errors The Support ticket involves deployment errors
support_deployments_feature_flags The Support ticket involves deployment feature flags
support_deployments_other The Support ticket involves something else concerning deployments
support_deployments_other_topic The Support ticket involves something else concerning deployments
support_deployments_protected_envs The Support ticket involves deployment protected environments
support_deployments_questions The Support ticket involves deployment questions
support_deployments_releases The Support ticket involves deployment releases
support_deployments_review_apps The Support ticket involves deployment review apps
support_deployments_rollouts The Support ticket involves deployment rollouts
support_deployments_setup The Support ticket involves deployment setup
support_instance_management_configuration_backups The Support ticket involves configuring backups
support_instance_management_configuration_database The Support ticket involves configuring databases
support_instance_management_configuration_grafana The Support ticket involves configuring grafana
support_instance_management_configuration_lfs The Support ticket involves configuring LFS
support_instance_management_configuration_logs The Support ticket involves configuring logs
support_instance_management_configuration_mattermost The Support ticket involves configuring mattermost
support_instance_management_configuration_nginx The Support ticket involves configuring nginx
support_instance_management_configuration_object_storage The Support ticket involves configuring object storage
support_instance_management_configuration_other The Support ticket involves something else about configuration
support_instance_management_configuration_packages The Support ticket involves configuring packages
support_instance_management_configuration_prometheus The Support ticket involves configuring prometheus
support_instance_management_configuration_puma The Support ticket involves configuring puma
support_instance_management_configuration_redis The Support ticket involves configuring puma
support_instance_management_configuration_smtp The Support ticket involves configuring smtp
support_instance_management_configuration_ssl The Support ticket involves configuring SSLs
support_instance_management_configure The Support ticket involves configuration
support_instance_management_geo The Support ticket involves Geo
support_instance_management_geo_other The Support ticket involves something else about Geo
support_instance_management_geo_primary The Support ticket involves Geo primary nodes
support_instance_management_geo_replication The Support ticket involves Geo replication
support_instance_management_geo_secondary The Support ticket involves Geo secondary nodes
support_instance_management_helm The Support ticket Helm
support_instance_management_helm_exporter The Support ticket Helm exporter
support_instance_management_helm_gitaly The Support ticket Helm gitaly
support_instance_management_helm_global The Support ticket Helm global
support_instance_management_helm_grafana The Support ticket Helm grafana
support_instance_management_helm_mailroom The Support ticket Helm mailroom
support_instance_management_helm_nginx The Support ticket Helm nginx
support_instance_management_helm_object_storage The Support ticket Helm oject storage
support_instance_management_helm_other The Support ticket something else about Helm
support_instance_management_helm_pages The Support ticket using Pages with Helm
support_instance_management_helm_postgresql The Support ticket Helm postgresql
support_instance_management_helm_praefect The Support ticket Helm praefect
support_instance_management_helm_rails The Support ticket Helm rails
support_instance_management_helm_registry The Support ticket Helm registry
support_instance_management_helm_secrets The Support ticket Helm secrets
support_instance_management_helm_shell The Support ticket Helm shell
support_instance_management_helm_sidekiq The Support ticket Helm sidekiq
support_instance_management_helm_spamcheck The Support ticket Helm spamcheck
support_instance_management_helm_toolbox The Support ticket Helm toolbox
support_instance_management_helm_webservice The Support ticket Helm webservice
support_instance_management_install The Support ticket involves installing GitLab
support_instance_management_install_cloud The Support ticket involves installing GitLab via Cloud
support_instance_management_install_docker The Support ticket involves installing GitLab via Docker
support_instance_management_install_omnibus The Support ticket involves installing GitLab via Omnibus
support_instance_management_install_source The Support ticket involves installing GitLab via source code
support_instance_management_migrate The Support ticket involves migrating GitLab
support_instance_management_migrate_other The Support ticket involves migrating GitLab in some way
support_instance_management_migrate_to_ce The Support ticket involves migrating GitLab to CE
support_instance_management_migrate_to_ee The Support ticket involves migrating GitLab to EE
support_instance_management_migrate_to_helm The Support ticket involves migrating GitLab to Helm
support_instance_management_migrate_to_omnibus The Support ticket involves migrating GitLab to Omnibus
support_instance_management_other The Support ticket involves something else about instance management
support_integrations_akismet The Support ticket involves integratiig Akismet
support_integrations_datadog The Support ticket involves integratiig datadog
support_integrations_elasticsearch The Support ticket involves integratiig elasticsearch
support_integrations_external_trackers The Support ticket involves integratiig external issue trackers
support_integrations_external_trackers_bugzilla The Support ticket involves integratiig bugzilla
support_integrations_external_trackers_ibm The Support ticket involves integratiig IBM issue tracker
support_integrations_external_trackers_other The Support ticket involves integratiig some other issue tracker
support_integrations_external_trackers_redmine The Support ticket involves integratiig redmine
support_integrations_external_trackers_youtrack The Support ticket involves integratiig youtrack
support_integrations_external_trackers_zentao The Support ticket involves integratiig zentao
support_integrations_general_errors The Support ticket errors integrating something into GitLab
support_integrations_general_other The Support ticket something else about integrating something into GitLab
support_integrations_general_questions The Support ticket questions integrating something into GitLab
support_integrations_general_setup The Support ticket setting up an integration into GitLab
support_integrations_gitpod The Support ticket involves integratiig gitpod
support_integrations_gmail The Support ticket involves integratiig gmail buttons
support_integrations_jira The Support ticket involves integratiig Jira
support_integrations_jira_app The Support ticket involves integratiig the Jira app
support_integrations_jira_dev_panel The Support ticket involves integratiig the Jira dev panel
support_integrations_jira_dvcs The Support ticket involves integratiig Jira DVCS
support_integrations_jira_other The Support ticket involves integratiig Jira in some way
support_integrations_kroki The Support ticket involves integratiig kroki
support_integrations_mailgun The Support ticket involves integratiig mailgun
support_integrations_other The Support ticket involves integratiig something
support_integrations_pim The Support ticket involves integratiig Pproject Integration Management
support_integrations_plantuml The Support ticket involves integratiig plantuml
support_integrations_project_ The Support ticket involves integratiig something into a project
support_integrations_project_asana The Support ticket involves integratiig asana
support_integrations_project_bamboo The Support ticket involves integratiig bamboo
support_integrations_project_discord The Support ticket involves integratiig discord
support_integrations_project_emails_on_push The Support ticket involves integratiig emails on push
support_integrations_project_github The Support ticket involves integratiig github
support_integrations_project_google_chat The Support ticket involves integratiig google chat
support_integrations_project_irker The Support ticket involves integratiig irker
support_integrations_project_jenkins The Support ticket involves integratiig jenkins
support_integrations_project_mattermost The Support ticket involves integratiig mattermost
support_integrations_project_ms_teams The Support ticket involves integratiig MS teams
support_integrations_project_other The Support ticket involves integratiig something else
support_integrations_project_pivotal The Support ticket involves integratiig pivotal
support_integrations_project_prometheus The Support ticket involves integratiig prometheus
support_integrations_project_slack The Support ticket involves integratiig slack
support_integrations_project_status_emails The Support ticket involves integratiig status emails
support_integrations_project_unify_circuit The Support ticket involves integratiig unify circuit
support_integrations_project_webex The Support ticket involves integratiig webex
support_integrations_project_webhooks The Support ticket involves integratiig webhooks
support_integrations_recaptcha The Support ticket involves integratiig recaptcha
support_integrations_sourcegraph The Support ticket involves integratiig sourcegraph
support_integrations_trllo The Support ticket involves integratiig trello
support_integrations_visual_studio The Support ticket involves integratiig visual studio
support_manage_infra_clusters The Support ticket involves managing infrastructure via GitLab using clusters
support_manage_infra_clusters_agent The Support ticket involves the k8s agent
support_manage_infra_clusters_connect The Support ticket invovles connecting to clusters
support_manage_infra_clusters_create The Support ticket involves creating clusters
support_manage_infra_clusters_errors The Support ticket involves errors with clusters
support_manage_infra_clusters_gitops The Support ticket involves gitops and clusters
support_manage_infra_clusters_migrate The Support ticket involves migrating clusters
support_manage_infra_clusters_other The Support ticket involves something else about clusters
support_manage_infra_clusters_vulnerability_scanning The Support ticket involves cluster vulnerability scanning
support_manage_infra_code The Support ticket involves managing infrastructure via code
support_manage_infra_code_errors The Support ticket involves errors when managing infrastructure via code
support_manage_infra_code_other The Support ticket involves something else about managing infrastructure via code
support_manage_infra_code_questions The Support ticket involves questions about managing infrastructure via code
support_manage_infra_code_setup The Support ticket involves setting up managing infrastructure via code
support_manage_infra_code_tf_integration The Support ticket involves terraform integrations when managing infrastructure via code
support_manage_infra_code_tf_state The Support ticket involves terraform state issues when managing infrastructure via code
support_manage_infra_other The Support ticket involves something else about manageing infrastructure
support_manage_infra_runbooks The Support ticket involves runbooks
support_manage_infra_runbooks_errors The Support ticket involves runbooks errors
support_manage_infra_runbooks_other The Support ticket involves something else about runbooks
support_manage_infra_runbooks_questions The Support ticket involves runbooks questions
support_manage_infra_runbooks_setup The Support ticket involves runbooks setup
support_monitoring_error_tracking The Support ticket involves Error Tracking
support_monitoring_general_errors The Support ticket involves monitoring errors
support_monitoring_general_other The Support ticket involves something else about monitoring
support_monitoring_general_questions The Support ticket involves monitoring questions
support_monitoring_general_setup The Support ticket involves monitoring setup
support_monitoring_incidents The Support ticket involves incidents
support_monitoring_incidents_alerts The Support ticket involves incident alerts
support_monitoring_incidents_escalations The Support ticket involves incident escalations
support_monitoring_incidents_incidents The Support ticket involves incident management
support_monitoring_incidents_oncall The Support ticket involves incident oncall
support_monitoring_incidents_other The Support ticket involves something else about incidents
support_monitoring_incidents_paging The Support ticket involves incident paging
support_monitoring_incidents_status_page The Support ticket involves incident status pages
support_monitoring_other The Support ticket involves something else about monitoring
support_monitoring_product_analytics The Support ticket involves product analysis
support_packages_composer The Support ticket involves compose packages
support_packages_container The Support ticket involves container registry
support_packages_dependency_proxy The Support ticket involves dependency proxy
support_packages_dependency_proxy_errors The Support ticket involves dependency proxy errors
support_packages_dependency_proxy_other The Support ticket involves something else about dependency proxy
support_packages_dependency_proxy_questions The Support ticket involves dependency proxy questions
support_packages_generic The Support ticket involves generic packages
support_packages_infra The Support ticket involves infra registries
support_packages_maven The Support ticket involves maven packages
support_packages_npm The Support ticket involves npm packages
support_packages_nuget The Support ticket involves nuget packages
support_packages_other The Support ticket involves something else about packages
support_packages_packages_building The Support ticket involves building packages
support_packages_packages_installing The Support ticket involves installing packages
support_packages_packages_other The Support ticket involves something else about packages
support_packages_packages_questions The Support ticket involves package questions
support_packages_pypi The Support ticket involves pypi packages
support_packages_registries_building The Support ticket involves building registries
support_packages_registries_deleting The Support ticket involves deleting registries
support_packages_registries_errors The Support ticket involves registry errors
support_packages_registries_other The Support ticket involves something else about registries
support_packages_registries_questions The Support ticket involves registry questions
support_performance_agent The Support ticket involves performance of the agent
support_performance_alertmanager The Support ticket involves performance of the alertmanager
support_performance_certifcates The Support ticket involves performance of the certificates
support_performance_consul The Support ticket involves performance of the consul
support_performance_database The Support ticket involves performance of the database
support_performance_emails The Support ticket involves performance of the emails
support_performance_exporter The Support ticket involves performance of the exporter
support_performance_geo The Support ticket involves performance of the geo
support_performance_gitaly The Support ticket involves performance of the gitaly
support_performance_grafana The Support ticket involves performance of the grafana
support_performance_lfs The Support ticket involves performance of the LFS
support_performance_logrotate The Support ticket involves performance of the logrotate
support_performance_mattermost The Support ticket involves performance of the mattermost
support_performance_nginx The Support ticket involves performance of the nginx
support_performance_node_exporter The Support ticket involves performance of the node exporter
support_performance_object_storage The Support ticket involves performance of the object storage
support_performance_other The Support ticket involves performance of the something else
support_performance_patroni The Support ticket involves performance of the patroni
support_performance_pgbouncer The Support ticket involves performance of the pgbouncer
support_performance_praefect The Support ticket involves performance of the praefect
support_performance_prometheus The Support ticket involves performance of the prmetheus
support_performance_puma The Support ticket involves performance of the puma
support_performance_redis The Support ticket involves performance of the redis
support_performance_registry The Support ticket involves performance of the registry
support_performance_sentry The Support ticket involves performance of the sentry
support_performance_sidekiq The Support ticket involves performance of the sidekiq
support_performance_ssl The Support ticket involves performance of the SSLs
support_performance_workhorse The Support ticket involves performance of the workhorse
support_pg_management_group The Support ticket involves groups
support_pg_management_group_creation The Support ticket involves group creation
support_pg_management_group_errors The Support ticket involves group errors
support_pg_management_group_memberships The Support ticket involves group memberships
support_pg_management_group_other The Support ticket involves something else about groups
support_pg_management_group_questions The Support ticket involves group questions
support_pg_management_group_settings The Support ticket involves group settings
support_pg_management_issues The Support ticket involves issues
support_pg_management_issues_boards The Support ticket involves issue boards
support_pg_management_issues_creation The Support ticket involves issue creation
support_pg_management_issues_designs The Support ticket involves issue designs
support_pg_management_issues_errors The Support ticket involves issue errors
support_pg_management_issues_other The Support ticket involves something else about issues
support_pg_management_issues_questions The Support ticket involves issue questions
support_pg_management_issues_settings The Support ticket involves issue settings
support_pg_management_iterations The Support ticket involves iterations or milestones
support_pg_management_iterations_iterations The Support ticket involves iterations
support_pg_management_iterations_milestones The Support ticket involves milestones
support_pg_management_labels The Support ticket involves labels
support_pg_management_labels_group The Support ticket involves group labels
support_pg_management_labels_project The Support ticket involves project labels
support_pg_management_mrs The Support ticket involves MRs
support_pg_management_mrs_approvals The Support ticket involves MR approvals
support_pg_management_mrs_changes The Support ticket involves MR changes
support_pg_management_mrs_conflicts The Support ticket involves MR conflicts
support_pg_management_mrs_creation The Support ticket involves MR creation
support_pg_management_mrs_dependencies The Support ticket involves MR dependencies
support_pg_management_mrs_management The Support ticket involves MR management
support_pg_management_mrs_other The Support ticket involves something else about MRs
support_pg_management_other The Support ticket involves something else about project/group management
support_pg_management_project The Support ticket involves projects
support_pg_management_project_creation The Support ticket involves project creation
support_pg_management_project_errors The Support ticket involves project errors
support_pg_management_project_import_export The Support ticket involves import/export
support_pg_management_project_other The Support ticket involves something else about projects
support_pg_management_project_pages The Support ticket involves GitLab pages
support_pg_management_project_questions The Support ticket involves project questions
support_pg_management_project_service_desk The Support ticket involves service desk
support_pg_management_project_settings The Support ticket involves project settings
support_pg_management_repository The Support ticket involves repositories
support_pg_management_repository_branches The Support ticket involves branches
support_pg_management_repository_code_owners The Support ticket involves code owners
support_pg_management_repository_creation The Support ticket involves repository creation
support_pg_management_repository_forking The Support ticket involves forking
support_pg_management_repository_lfs The Support ticket involves LFS
support_pg_management_repository_mirroring The Support ticket involves mirroring
support_pg_management_repository_other The Support ticket involves something else about repositories
support_pg_management_repository_settings The Support ticket involves repository settings
support_pg_management_repository_snippets The Support ticket involves snippets
support_pg_management_requirements The Support ticket involves requirements
support_pg_management_requirements_creation The Support ticket involves requirement creation
support_pg_management_requirements_errors The Support ticket involves requirement errors
support_pg_management_requirements_other The Support ticket involves something else about requirements
support_pg_management_requirements_questions The Support ticket involves requirement questions
support_pg_management_requirements_settings The Support ticket involves requirement settings
support_pg_management_roadmaps The Support ticket involves roadmaps
support_pg_management_user The Support ticket involves users
support_pg_management_user_creation The Support ticket involves user creation
support_pg_management_user_errors The Support ticket involves user errors
support_pg_management_user_other The Support ticket involves something else about users
support_pg_management_user_questions The Support ticket involves user questions
support_pg_management_user_settings The Support ticket involves user settings
support_pg_management_user_todo_lists The Support ticket involves user TODO lists
support_pg_management_wiki The Support ticket involves wikis
support_pg_management_wiki_group The Support ticket involves group wikis
support_pg_management_wiki_project The Support ticket involves project wikis
support_runners_agent The Support ticket involves k8s agent runners
support_runners_configuration The Support ticket involves runner configuration
support_runners_docker The Support ticket involves docker runners
support_runners_errors The Support ticket involves runner errors
support_runners_freebsd The Support ticket involves freebsd runners
support_runners_helm The Support ticket involves helm runners
support_runners_installation The Support ticket involves runner installation
support_runners_linux The Support ticket involves linux runners
support_runners_macos The Support ticket involves macos runners
support_runners_operator The Support ticket involves operator runners
support_runners_other The Support ticket involves some other kind of runner
support_runners_other_topic The Support ticket involves something else about runners
support_runners_questions The Support ticket involves runner questions
support_runners_shared The Support ticket involves shared runners
support_runners_windows The Support ticket involves Windows runners
support_secure_api_fuzzing The Support ticket involves API fuzzing
support_secure_cve_id The Support ticket involves CVE IDs
support_secure_dast The Support ticket involves DSAT
support_secure_dependency_scanning The Support ticket involves dependency scanning
support_secure_errors The Support ticket involves secure errors
support_secure_fuzz_testing The Support ticket involves fuzz testing
support_secure_iac_scanning The Support ticket involves IAC scanning
support_secure_offline_envs The Support ticket involves offline environments
support_secure_other The Support ticket involves something else about secure
support_secure_other_topic The Support ticket involves something else about secure
support_secure_policies The Support ticket involves policies
support_secure_questions The Support ticket involves secure questions
support_secure_revocation The Support ticket involves revocations
support_secure_sast The Support ticket involves SAST
support_secure_scanner_integration The Support ticket involves scanner integrations
support_secure_secret_detection The Support ticket involves secret detection
support_secure_security_config The Support ticket involves security configuration
support_secure_security_dashboard The Support ticket involves security dhasboards
support_secure_setup The Support ticket involves secure setup
support_secure_vulnerability_levels The Support ticket involves vulnerability levels
support_secure_vulnerability_page The Support ticket involves vulnerability pages
support_secure_vulnerability_report The Support ticket involves vulnerability reports
support_usage_quotas_calc The Support ticket involves usage quota calculations
support_usage_quotas_minutes The Support ticket involves usage quota minutes
support_usage_quotas_other The Support ticket involves something else about usage quota
support_usage_quotas_questions The Support ticket involves usage quota questions
support_usage_quotas_seats The Support ticket involves usage quota seats
support_usage_quotas_storage The Support ticket involves usage quota storage
License and Renewals Internal Request Tags
Tag What it means
lnr_internal_request Indicates the ticket is a L&R internal request
lnr_valid_request Indicates the L&R internal request was valid for submission
lnr_saas_subscription Indicates the L&R internal request is about a SaaS subscription
lnr_saas_sub_extension Indicates the problem type is “Extend an (almost) expired subscription”
lnr_saas_sub_issue Indicates the problem type is “Investigate incorrect subscription info”
lnr_saas_nfr Indicates the problem type is “SaaS NFR license request”
lnr_billing_entity_change Indicates the problem type is “Billing Entity change”
lnr_saas_trial Indicates the L&R internal request is about a SaaS trial
lnr_saas_trial_extension Indicates the problem type is “Extend a SaaS trial”
lnr_saas_trial_edit Indicates the problem type is “Change existing SaaS trial plan”
lnr_sm_license Indicates the L&R internal request is about a self-managed license
lnr_sm_license_extension Indicates the problem type is “Extend an (almost) expired subscription”
lnr_sm_license_receive_error Indicates the problem type is “Customer did not receive the license”
lnr_sm_license_new_contact Indicates the problem type is “Customer needs the license resent to a new person”
lnr_multiyear_license Indicates the problem type is “Multi-year license needs to be generated”
lnr_sm_nfr Indicates the problem type is “Self-managed NFR license request”
lnr_sm_trial Indicates the L&R internal request is about a self-managed trial
lnr_sm_trial_new Indicates the problem type is “Problems starting a new Self-managed trial”
lnr_sm_trial_edit Indicates the problem type is “Modify an existing Self-managed trial”
lnr_sm_trial_extension Indicates the problem type is “Extend an existing Self-managed trial”
lnr_order_management Indicates the problem type is “Order Management”
lnr_hackerone Indicates the problem type is “Hacker One Reporter License”
lnr_community_license Indicates the problem type is “Wider Community License”
lnr_request_other Indicates the problem type is “Other (nothing else fits the request)”
lnr_reason_more_time_needed To indicate the extension reason is “More time needed for POC”
lnr_reason_negotiations_underway To indicate the extension reason is “Contract negotiations still underway”
lnr_reason_payment_delays To indicate the extension reason is “Delay in customer’s payment process”
lnr_reason_true_up_problems To indicate the extension reason is “True-up problem”
Automation Skipping Related Tags
Tag What it means
pending_followup_notification This is applied by an automation to followup on pending tickets. Adding this tag skips that automation.
skip_2fa_automation Tell Zendesk to not run any 2FA automations/autoresponders
skip_autoassign Tell Zendesk to not auto-assign the ticket
skip_autoclose Tell Zendesk to not auto-close the ticket
skip_autoreopen Tell Zendesk to not auto-reopen the ticket
skip_autosolve Tell Zendesk to not auto-solve the ticket
skip_autosolve_message Tell Zendesk not to send a message about the ticket being autosolved
skip_community_automation Tells Zendesk to not send the community autoresponder message
skip_gdpr_automation Tell Zendesk to not run any Account Deletion automations/autoresponders

Zendesk US Federal common tags

SLA Related Tags
Tag What it means
starter Signifies the ticket is using a Starter plan, granting Standard SLA on Support tickets
premium Signifies the ticket is using a Premium plan, granting Priority SLA on Support tickets
ultimate Signifies the ticket is using a Ultimate plan, granting Priority SLA on Support tickets
prospect Signifies the ticket is from a prospect who has been temporarily granted Standard SLA on Support tickets
missing_sla_tag This means the ticket is missing any form of SLA tagging. As this is a problem, this tag applies a Standard SLA and forces the ticket into the Needs Org & Triage view
low Signifies the ticket as a Low priority, thus granting it bare-level support SLAs for Support tickets with Priority SLA
medium Signifies the ticket as a Normal priority, thus granting it mid-level support SLAs for Support tickets with Priority SLA
high Signifies the ticket as a High priority, thus granting it high level support SLAs for Support tickets with Priority SLA
urgent Signifies the ticket is an emergency request
Account Related Tags
Tag What it means
customer Signifies the ticket is from an account labeled as Customer
former_customer Signifies the ticket is from an account labeled as Former Customer
reseller Signifies the ticket is from an account labeled as Reseller
authorized_reseller Signifies the ticket is from an account labeled as Authorized Reseller
integrator Signifies the ticket is from an account labeled as Integrator
partner Signifies the ticket is from an account labeled as Partner
unofficial_reseller Signifies the ticket is from an account labeled as Unofficial Reseller
open_partner Signifies the ticket is from an account labeled as Open Partner
select_partner Signifies the ticket is from an account labeled as Select Partner
alliance_partner Signifies the ticket is from an account labeled as Alliance Partner
Automation Skipping Related Tags
Tag What it means
skip_autosolve Tell Zendesk to not auto-solve the ticket
skip_autoclose Tell Zendesk to not auto-close the ticket
skip_autoreopen Tell Zendesk to not auto-reopen the ticket
skip_gdpr_automation Tell Zendesk to not run any Account Deletion automations/autoresponders
skip_autosolve_message Tell Zendesk not to send a message about the ticket being autosolved.
skip_autoassign Tell Zendesk to not auto-assign the ticket
Last modified May 19, 2023: Adding new roles (b88e5bb)