Agents can apply labels from the agent interface. A label is a text tag that can be applied to the following helpdesk content:
- News posts
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:
- 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.
- Agents can use labels to filter tickets from the agent interface filter pane.
- 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.
- Labels applied to Publish content can help users navigate the portal.
You can apply labels with Automating the Helpdesk.