User tags

To understand user tags, we need to understand how Zendesk utilizes tags and how they can help us.

Tags can be added for users, organizations, and tickets, while user tags and organization tags will be ultimately applied to tickets when they are created.

For instance, if a user is tagged with the vip tag, all their tickets will subsequently be tagged with the vip tag as well.

We can then use that tag as a condition in our business rules.

But how can we set user tags without having to do some manually?

This is a very important question. In our flowchart, we require the knowledge whether a customer is in fact a VIP user in order for our business rules to escalate the tickets according to our SLA rules. Let's have a quick look at our plan from Chapter 1, Configuring Your Own Zendesk:

• We could send VIP information via Support Form

• We could use SSO and set the VIP status via a user tag

• We could set the user tag via API when the the subscription is bought

In our first option, we would try to...