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Introduction to Labels


Agents can apply labels from the agent interface. A label is a text tag that can be applied to the following helpdesk content:

  • Tickets
  • Users
  • Organizations
  • Articles
  • Downloads
  • News posts
  • Feedback

Labels are not shared between different content types.

When an item is labelled, all agents can see the label. On user-facing content, users can see the label on the portal too.

Labels have the following benefits:

  1. Searches from the agent interface and portal match labels. For example, a ticket labelled “engine” would show up in a search for “engine” even if the word “engine” wasn’t mentioned in the ticket messages.
  2. Agents can use labels to filter tickets from the agent interface filter pane.
  3. Agents can view labels in the list and content pane. This gives them more information about tickets at a glance, especially if you apply Setting label colors.
  4. Labels applied to Publish content can help users navigate the portal.

You can apply labels with Automating the Helpdesk.

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First published: 24/03/2017

Last updated: Oct 27, 2017 by Paul Davies