How to Disable Automatic Ticket Tagging on Zendesk? [+Video]

Automatic ticket tagging applies to such custom ticket fields as a drop-down list, multi-select, and checkbox. So when you create a drop-down list, multi-select, or checkbox as a custom ticket field in Zendesk, you have to add a tag to each custom field value. If you forgot to do this, Zendesk will automatically create corresponding tags.

If you turn on automatic ticket tagging in the Zendesk setting, the software will scan incoming ticket descriptions and add matching tags. As a rule, it searches for words longer than two characters and compares those words to the tags used in your Zendesk instance. The top three matches will be added as tags to the ticket.

To turn on/off automatic ticket tagging, you should be an administrator.

The same process happens when migrate to Zendesk. When you map custom ticket fields as a drop-down list, multi-select, or checkbox in Migration Wizard, Zendesk will automatically add all the associated Tags to all imported tickets. Note: it's a default Zendesk workflow, and our tech team can't change it.