How Labels Work
Labels are colored tags that you can apply to tickets for:- Categorization - Group related tickets (e.g., “Billing”, “Feature Request”, “Bug”)
- Filtering - Quickly find tickets with specific labels
- Reporting - Analyze ticket volume by category
- Visual identification - Spot ticket types at a glance in list view
Applying Labels
From the Ticket List
Click the labels column on any ticket to add or remove labels:- Click the Labels area on the ticket row
- Select labels from the dropdown
- Click away to save
From the Ticket Detail
Open a ticket and use the labels field in the right panel:Creating Labels
Admins can create new labels in team settings:Add a new label
Click Add Label and configure:
- Name - Short, descriptive name
- Color - Choose a color for visual identification
- Description - Explain when to use this label
Label Best Practices
Keep it simple
Start with a small set of labels. You can always add more as needs emerge.
Use consistent naming
Establish naming conventions (e.g., lowercase, no spaces) for easy searching.
Color code by category
Use similar colors for related labels (e.g., all product areas in blue shades).
Document usage
Add clear descriptions so team members know when to apply each label.
Common Label Categories
Request Area
Request Area
- Access
- Hardware
- Software
- Networking
- Onboarding
Department
Department
- IT
- HR
- Facilities
- Finance
- Security
Location
Location
- HQ
- Remote
- NYC Office
- SF Office
Urgency Context
Urgency Context
- New Hire
- VIP
- Executive
- Audit-Related
Filtering by Labels
Use labels to filter your ticket list:- Click the Filter button
- Select Labels
- Choose one or more labels to filter by
When filtering by multiple labels, tickets matching any of the selected labels are shown.