What is the purpose of ticket tags in Zendesk?

The purpose of ticket tags in Zendesk is to categorize and filter tickets for easier management. Tags are essentially keywords or phrases that can be added to tickets, allowing support agents and administrators to organize and identify tickets based on specific themes, topics, or issues. This categorization helps teams streamline their workflow by making it simpler to search for, filter, and report on tickets tied to particular tags.

Using tags enhances the overall efficiency of ticket management by enabling support teams to quickly access and analyze data related to specific issues. For example, if a team wants to examine how many tickets involve a certain product or concern, they can filter by the relevant tags. This capability improves customer service response times and tracking of recurring issues, ultimately leading to better decision-making and resource allocation.

The other choices suggest functions that do not align with the primary role of tags. For instance, limiting visibility of tickets pertains to permissions and access settings, while ensuring tickets are automatically closed relates to automation processes rather than tagging. Decreasing the efficiency of reporting contradicts the intention behind using tags, which is to enhance reporting capabilities, not hinder them.