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

• Files

• 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 Help Center too.

Labels have the following benefits:

1. Searches from the Agent interface and Help Center 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 Navigation Panel.

3. Agents can view labels in both card and table view giving them more information about Tickets at a glance, especially if you apply  Label Colors.

4. Labels applied to Publish content can help Users navigate the Help Center.

You can apply labels with Triggers or Macros.