What are tags in Zendesk primarily used for?

Tags in Zendesk are primarily utilized for categorizing tickets, which serves as a crucial organizational tool within the customer service platform. By applying tags, support teams can quickly filter and sort tickets based on various criteria, such as issue type, priority, or product line. This capability enhances the team's ability to manage tickets efficiently, allowing for a more streamlined workflow and quicker responses to customers.

When tickets are tagged appropriately, it becomes easier to retrieve and analyze specific sets of tickets, paving the way for improved reporting and insight into recurring issues. This categorization is particularly valuable for knowledge management, as it aids in identifying trends and informs training opportunities for agents.

While urgency, assignment to agents, and time tracking are important aspects of ticket management, they are not the primary function of tags. Urgency is typically indicated through a different system such as priority levels, ticket assignments are managed through agent workflows, and time spent on tickets is tracked separately in most cases. Hence, the primary use of tags revolves around categorization and organization, making option B the most accurate answer.