Content tagging is an important part of collaborating with your team to manage your content at scale.
When to use content tags
Tagging provides customizable and flexible ways to:
Organize by team ownership - Use tags such as "Security," "Engineering," or "HR" to segment content owned by different teams. This makes it easier for teams to find and manage their resources quickly.
Group by product or feature - Use tags such as "Product A," "Feature X," or "Release 2.0" to organize content by a product or feature. This enables teammates to group content for an upcoming product release they're working on.
Filter by content type - Use tags such as "FAQ," "User Guide," or "Troubleshooting" to categorize content by its format or purpose. This helps teammates filter content based on their immediate needs, leading to faster problem-solving or learning.
Audit and flag content - Use tags such as "Product Change" while auditing content that's impacted by a significant product release or change. This allows teammates to flag outdated content and collaborate on updating the content.
Filter by role or team - Use tags like "Primary Support Team" and "Technical Support Team" to differentiate content by audience. This tailors the Knowledge Hub experience to the teammate's level or role, improving relevance and accuracy.
Monitor content performance - If you’re running a new marketing campaign, you can tag any public articles linked in outbound messages, then filter your articles based on that tag to quickly check their views and engagement during the campaign.
How to use content tags
To tag a content item, select the content in Knowledge > Content and from the Details panel, click the + icon below Tags.
Search for one of your existing tags or create a new one by entering the new tag name. You can select multiple tags here before exiting the tags modal.
Note:
This lets you view and select from all tags in your workspace. View and manage your workspace tags.
Your customers won’t see the article tags, only you and your teammates can see them.
If you want to remove a tag from a content item, simply click the “X” on the tag.
Tips:
Apply or update tags to content in bulk using bulk actions.
Quickly edit or remove a tag from all articles by going to Settings > Data > Tags and updating the tag name or deleting it. This will automatically update the tag name or remove it from all articles. Learn more about managing your tags here.
Finding content with tags
Filter and find all content with a specific tag from Knowledge > Content by clicking + Filters and then select Tag.
You can combine and filter by one or more tags from the list.
Known limitations
No API support - Teammates using the Articles API cannot read, write or update tags from the Articles API.
No support for Zendesk Article Importer/sync - Teammates importing/syncing public articles from Zendesk cannot import tags which might be applied to Zendesk articles.
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