If you also find Zendesk’s automatic ticketing feature complex, don’t worry we will make it simple for you.
Ticket tagging is a crucial activity in every support. This is where you find areas your support team may struggle with and need training on. So that you can improvise customer support for enhanced user experience.
However, ticket tagging could be time-consuming for your agents. That’s where Zendesk automatic tagging comes into play. With it, you can improve productivity by reducing the amount of time your team needs to spend on tagging.
Let’s quickly ride through one of the major features of the ticketing system called Automatic Tagging. It includes –
Benefits Of Automatic Tagging
1. Find Recurring Issues
Do your customers getting encountered the same problem? Are they focusing on the common issues? then automatic tagging will solve this problem by scanning the recurring problems & will report it to you without any delay by scanning the major keywords and matching them with predefined tags.
2. Saves Time and Supports Cost
By the use of this feature, you will save your time & support cost as you don’t need to go through hundreds or even thousands of conversations. And by addressing the most common/recurring issue you will educate your customer better by which fewer customers will reach out to the support team about the same question.
3. Advantages of the Support team
With the use of auto, tagging features your team doesn’t have to manually tag the tickets which can be frustrating to them as well as it is time-consuming. The time of your support team should utilize maximum time for customer support not for data refining.
4. Identify Customer Needs
As Auto-tagging scans real-time customer questions which indicates what your customers are looking for, and which topic they might be interested in and all this process provides actionable insights that need to improve as customers are leaving feedback more and more.
5. Avoids Manual Errors
As we know manual tagging is tedious, time-consuming, and sometimes frustrating to support agents which may cause a manual error as every agent tags differently and their personal opinions may cause the tagging process.
6. Classification of Tickets
When the volume of your tickets shoots up there is a big challenge of classifying them, with automatic tagging you can do it in a faster manner, with no need for extra resources, and of course, there is precision work as compared to the manual tagging process.
7. Improves Product Quality
In a service-based industry it is no secret that customers should be at the center point of the business, as with tickets you will receive their valuable feedback, so analyzing tickets auto-tagging is helpful to know the acceptance/adaptation of the product and also areas of improvement.
8. Elevates Customer Experience
Giving the required attention and precisely classifying the tickets which will help you to alert the correct support team to respond so, you can avoid future customer loss and elevate the customer experience.
How to Use Automatic Tagging in Zendesk
Tags are one of the most important tools that helps you to load your tickets with additional data.
You can simply enable automatic tagging with the process-
In your settings, click on the Ticket option, (Settings > Tickets), and go to Tags, there’s an option to enable automatic tagging.
How does it actually help?
When any ticket arrives at your helpdesk, Zendesk scans the text description present in your ticket and finds the key text which is longer than 2 characters, and then compares it with the predefined tags present in the Zendesk helpdesk. At last, the top 3 matches are added as your ticket tags.
Let’s understand this with an example,
Assume that you have ordered shoes from an eCommerce website and you got a defective piece, and you submitted a ticket something like the one below.
I recently bought shoes from [eCommerce Store]. The shoes are damaged. Now, I want a refund, please guide me through the process.
The Zendesk scans the keywords like “damaged”, and “refund” and compares the keywords with the predefined tags. If it matches then add respective tags like “damaged” or “refund” to the ticket.
Why Zendesk Is Not Best For Automatic Tagging?
Usually, Zendesk Auto tags are sometimes inaccurate or inconsistent, leaving your customer support like a black box.
1. Auto-tagging is limited to exact words match:
The major disadvantage of the Zendesk Automatic tagging feature is it detects the exact words of the predefined tags and it cannot guess any different combinations of words or variations like synonyms or phrases matching the same intent.
For example, if a customer uses “replace” or “money back” instead of “refund” in the ticket, the auto-tagging feature will be a great failure in this case. So many will not work as expected, leaving you a tonne of work behind.
2) No Report Generation
Usually, your employees will close the request or ticket once they resolved it. When you close a merged ticket, it by default adds a tag, closed_by_merge.
The problem here is that Zendesk does not generate reports as per the fields of a closed merge ticket even if you remove the tag.
3)Tags are broad and require manual digging
Though auto-tagging labels the ticket, many tickets which do not match any predefined tags then remain unsorted in the system, creating a lot of complications. These tickets then require manual digging which ultimately can be frustrating to your team.
4) User reviews
Dani S., An EdTech consultant reports –
I found it a complete pain to manage. It generated new tickets and unappropriated tagging of cases.
Dmitry P., A Senior Software Engineer says –
You should be able to easily do things like track the number of support tickets tagged with a tag.
An anonymous Administrator in Information Technology and Services says –
You also cannot delete tags without losing the ability to report on them which has created a lot of data clutter.
Meet Helplama Helpdesk, The Best Zendesk Alternative
The best Helpdesk software that offers all the features needed for a customer is Helplama Helpdesk. With it, you do not have to worry about the tagging feature ruining your customer support services as shown above.
With Helplama, Repetitive tasks like tagging customer accounts after every interaction can be automated at the CRM level. Your agents can close the tickets only when resolution takes place. In fact, Helplama proactively detects any issues with the service delivery system and informs your employers so they solve them even before the customer registers the complaint.
Not only that it lets you –
- Handle unlimited tickets,
- Provide basic client support across channels such as email, SMS, chat, and phone.
- Create self-help services for your users,
- Social media, eCommerce, and other app integrations.
- Automation services including marketing and detecting issues.
- Hiring experienced agents and testing and training them.
If you are using Zendesk, you can easily avoid your repetitive ticket labeling work by simply enabling the automatic tagging feature.
But you need to be very careful as you can see the Zendesk Automatic tagging feature is very limited and works best with the exact match only, else leaves you a tonne of manual digging work behind.
In case you wish to offer satisfactory support to your users, then you can employ Helplama Helpdesk. It delivers all the necessary ticketing features to handle your customer requests.