Automation Action: Remove Tag/s

The inability to automatically remove Tags from tickets using Automation is severely limiting. I am aware of the API work around users have devised, but API calls take time to execute and occur outside of the Automation itself. This means that a single Ticket Update event cannot both remove a tag AND run an Automation which is looking for tickets that don’t have the same tag. A second update even must occur.

Use Cases; Too many to list, but here are two examples;

1. Say you have multiple different auto-replies which are sent to Requesters of New tickets, depending on which department the ticket will be routed to. Multiple times per year, your company shuts down for Holidays. You want to send a special auto-reply to let Requesters know that you are closed and will get back to them when you reopen, but you don’t want to also send them the regular auto-replies.
To solve this issue, you make the regular auto-replies not run if a Ticket has the “Holiday_Time” tag. This automation needs to run on both Creation, and every time a Requester updates the ticket while you are on Holiday.
When your company returns from Vacation, you disable the automation adding the “Holiday_Time” tag and replace it with an Automation that removes the “Holiday_Time” tag from all tickets when they are updated by anyone.
To expand on the above, the auto-replies in question don’t apply to just Ticket Creation. In Zendesk we previously used a setup where an Auto-Reply would be sent-out if a Ticket was moved to a different Department.
Further more, the above Holiday Time method works up until a ticket is open for multiple Holidays. In our case, some customers take 6+ months to respond to an invoice. Meaning a single ticket can easily cross multiple Holidays. Currently, it is outright impossible to implement the above without using the API Workaround, but that is inherently inconsistent. 

2. Say you have a sorting rule that pushes tickets to a specific User when a variety of different conditions are met. The possible combinations of conditions required to prompt the auto-assign are too complex for a single Automation, requiring multiple automations which all add the same Tag. Then downstream the auto-assign automation looks for the existence of this tag and assigns the ticket.
Now we have an issue, either the ticket will be re-assigned every time a ticket with the Tag is updated, or this Auto-Assign can only ever run ONCE for a single ticket. This makes complex ticket routing and escalation setup nearly impossible to implement.

Ticket Creation automation suffers the most from this limitation, since not even the API workaround can help. As mentioned above, a second update event is required to trigger Automations looking for Tickets without the tag being removed.