Zendesk automatic tagging and why you might need more for reporting
Ticket tagging is extremely important in any support activity. This is how you build a detailed view of why your customers are calling. This is where you spot what could be done to permanently solve problems that regularly crop up, find areas your support team may struggle with and need training on or where you can prioritize the creation of easy-to-use self-service content so your customers can help themselves.
Tags help you build up great visibility over how your customers are doing and what you can do to improve their experience.
The problem is tagging is time-consuming for your agents. Your support teams top priority is helping customers with their problems and they do this well, but very often this means they don’t have time to be tagging tickets. See our blog post here for more.
That’s where Zendesk’s automatic tagging feature comes in. Within “Settings” in “Tickets” you can configure auto-tagging of tickets with keywords that you define, helping you to reduce the amount of time your team needs to spend on tagging.
What exactly does it do?
When a ticket arrives into your helpdesk, the text in the ticket description is scanned and Zendesk compares the words within the ticket to the tags you have pre-defined in your helpdesk. The top three matches are added as tags to the ticket.
So how would this look?
Let’s say a ticket like the one below comes into your team
Provided you have created the tags “damaged” and “refund” in Zendesk, they can be automatically applied to this ticket, and in turn, this could launch a trigger to have this ticket automatically routed to the team responsible for handling refunds.
But not all tickets come in looking as nice as this one.
Though the ticket needs to be routed to the same department, Zendesk automatic tagging can only detect the exact words of the predefined tags, and it cannot guess any variations or combinations of words or similar words used for the same context. For example, the tag “refund” will not pick up “money back” or “give me back my money”. The Tag “damaged” will not pick up “ripped up”, or “creased”, “tearing”, “torn” and so on. This can leave you having to predefine a huge number of tags to make sure you capture these tickets, and even so, many tickets will still fall between the cracks and your triggers will become extremely complex to configure and maintain.
So what is the solution?
How do you automatically and accurately tag all of the tickets which come into your team, regardless of which wording variation or combination they used to express the same problem or question?
That’s where Cx MOMENTS comes in. By using AI algorithms we tag tickets based on what the customer means rather than the exact words they use.
Our AI is able to mathematically understand the context of a sentence and see what alternative words are frequently used as well.
That means someone “requesting a refund” and someone demanding “their hard earned cash back” will both get tagged as refund requests.
Not only that, but unlike Zendesk automatic tagging which can only tag a single word, Cx MOMENTS AI can tag whole sentences against a ticket providing you with even more detailed information. Very often when tagging a single word ticket can get routed to the wrong place. Bill Murray’s lost password issue can end up routed to your billing department or Danny Devito’s stolen card which he is looking to replace before he can continue his subscription may end up in the department responsible for replacements.
Cx MOMENTS AI is able to understand the meaning of a ticket and mark it accordingly, allowing you to accurately create triggers to improve productivity and give you the insight you need to improve your customer experience. Zendesk automatic tagging is a useful feature to improve support productivity, but it’s not enough if you are looking for something to provide you with a more detailed understanding of your customers issues and more accuracy in your automatic tagging.
Cx MOMENTS is the answer to that. We are an app partner listed on the Zendesk marketplace. We also integrate natively with Freshdesk, Salesforce, Zoho, and many others, and can be set-up in just a few clicks.