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Labels

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Labels help you categorize and organize tickets. Use them for departments, issue types, priorities, or any custom taxonomy.

Creating Labels

  1. Go to Settings → Labels
  2. Click New Label
  3. Enter label name (e.g., “Billing”)
  4. Choose a color
  5. Optionally add a description
  6. Click Create

Label Colors

Choose from a palette of colors to visually distinguish labels:

  • Use consistent colors for categories (e.g., red for urgent, blue for features)
  • Avoid using too many similar colors
  • Consider color-blind accessibility

Applying Labels

To a Single Ticket

  1. Open the ticket
  2. Click the Labels section in the sidebar
  3. Check labels to apply
  4. Uncheck to remove

Bulk Labeling

  1. Select multiple tickets in the list
  2. Click Labels in the toolbar
  3. Choose labels to add or remove
  4. Confirm the change

From Email Rules (Coming Soon)

Automatically apply labels based on:

  • Sender domain
  • Subject keywords
  • Email content

Label-Based Views

Filtering by Label

  1. Go to the ticket list
  2. Click the Labels filter
  3. Select one or more labels
  4. View matching tickets

Saved Views with Labels

Create views for common label filters:

  • “VIP Support” → label:vip + status:open
  • “Billing Issues” → label:billing
  • “Feature Requests” → label:feature-request + status:open

Label Organization

Suggested Label Schemes

By Department:

  • Sales
  • Support
  • Billing
  • Engineering

By Issue Type:

  • Bug
  • Question
  • Feature Request
  • How-To

By Priority:

  • VIP
  • Urgent
  • Normal

By Product:

  • Product A
  • Product B
  • Mobile App
  • Web App

Multiple Labels

Tickets can have multiple labels:

  • “Bug” + “Mobile App” + “Urgent”
  • “Billing” + “VIP”

This enables powerful filtering combinations.

Managing Labels

Editing Labels

  1. Go to Settings → Labels
  2. Click on a label
  3. Update name, color, or description
  4. Click Save

Changes apply to all tickets with that label.

Deleting Labels

  1. Go to Settings → Labels
  2. Click the delete icon
  3. Confirm deletion

Merging Labels

If you have duplicate labels:

  1. Edit the label to keep
  2. Note which tickets have the duplicate
  3. Apply the correct label to those tickets
  4. Delete the duplicate label

Label Reports

See label distribution:

  • Tickets by label: Count of tickets per label
  • Time by label: Hours logged per label category
  • Label trends: How label usage changes over time

Best Practices

Keep It Simple

  • Start with 5-10 labels
  • Add more only when needed
  • Avoid overlapping categories

Consistent Naming

  • Use singular nouns: “Bug” not “Bugs”
  • Be specific: “Payment Issue” not just “Problem”
  • Avoid abbreviations

Review Regularly

  • Remove unused labels
  • Merge similar labels
  • Update colors for clarity

Next Steps