Observer Rules - Remove Tag

Doesn't look like enough people need this feature, but it definitely be a huge help to us!

In my case, we have a rule that adds a tag, "Waiting for 48 hours," when a ticket status has been "Waiting on customer" or "Waiting on 3rd party" for more than 48 hours. An email is sent to the assigned agent, reminding them to follow up. When the agent follows up with an email, another tag, "Followed Up" is added. If the client replies after the follow up, we would like the tags to be removed, so we can reset the cycle.

Adam - Seems like in this use case tags are being used to help with the automation process. If reporting needed to be done on these tickets, I'm sure simply applying a tracking tag could help with reporting. Although the ability to generate reports with tag data is currently not present. 

Tracking tag usage via the current layout is pretty pointless. 

Yeah makes sense for automated processes. But, as you said, reporting is useless for tags in its current set-up.

We aren't really concerned with the reports at this point. We just want to be reminded to follow up, and have the cycle start over after we have followed up, and the client has responded.

@Alexand Adam,

*Edited* Tags are now part of the report filters. Go ahead and customise your report data using the ticket tags :)

@Steveand Matthew,

Though a default option to remove the tags on the ticket using automations isn't available, we can use the webhooks option in automations to trigger an API call to empty the tag array.

Here's a sample on how you can remove the tags using the Observer rule :

You will have to update the CALLBACK URL to include your helpdesk Url. Here's the syntax :

https://<yourcompany>.freshdesk.com/api/v2/tickets/{{ticket.id}}

Also, please update the User name and password accordingly .

Cheers!

Thank you Arivand! This is a big help, and I guess I should brush up on the API.

Thank you so much,Steve :) Would definitely love to hear back from you in case if you need any further assistance with respect to API s. You can write to us at support@freshdesk.com for any support related queries :)

Cheers!

I just tried this exactly as written, and the tags don't remove. Have there been any changes?

Here is my rule:

It still doesn't remove the tag when I change the status or reply 

@aravind,
Would it also be possible to delete a specific tag if there are multiple?

our use-case is as follows:

We have an automation that adds a tag called "No tag" . This gets added when an agent doens't fill in an approved tag. They then get notified to add a tag which is approved by the Admins. If they do so. I would like to have an observer automation. delete the specific "no tag" leaving the other tags behind.

Agree with above, we use tags for automations and it would be really useful to be able to remove specific tags. Clearing the tag array isn't suitable for our purposes since other information would go missing.