Managing labels

Labels will help you organize your tickets by categorizing them. Labels work much like folders but you have the ability to add multiple labels to a conversation. This feature can be used in a number of ways. The most common usage is locating a specific type of support request based on its label, or tracking the number of requests received by type/subject.

How can I create a label?

The permission to create labels to restricted to the admins in the system. While logged in as an admin on your ticketing page:

  1. Click on the Admin link in the top left corner of the main page
  2. Choose the 'Labels' tab
  3. Click on 'Add a new label'
  4. Enter the label name
  5. Choose a colour for the label from the palette
  6. Click on 'Add label'

All labels show up in the left navigation bar in the Tickets screen.

How do I edit a label?

The permission to edit labels is restricted to the admins in the system. While logged in as an admin on your ticketing page:

  1. Click on the Admin link in the top left corner of the main page
  2. Choose the 'Labels' tab
  3. Click on 'Edit' for the label that has to be edited
  4. Make the necessary changes. You can change the name and color of the label
  5. Click on 'Update label'

Can I use special characters in label names?

We do not support the use of comma (,) in label names. Other than that all special characters are supported.

How do I label/tag a ticket?

To add a label to a ticket, all you have to do is drag and drop a label on a ticket from the label section in the left navigation bar. The label should have already been created by an admin in the system. Note that you can add the label from either the ticket window or the main interface.

Can I use multiple labels on a ticket?

Yes, a ticket can have any number of labels. For example, if you want to mark a ticket as a feature request, and then add a second label for the specific feature.

How do I access a label listing?

You can access a label listing by clicking on the label in the left navigation menu. All label listings are auto-refreshing. You can also click the label once you open a ticket to get to the same screen.

If you click the label from the left hand list, the ticket results will be filtered according to that label.

How do I remove a label from a ticket?

To remove a label from a ticket

  1. Open the ticket
  2. Click on the 'X' on the label to remove it.

The ticket will be automatically taken off the label listing too.