Filtering Your Ticket Lists by Labels

Add the "Labels" filter to see tickets that either have or do not have specific labels. 

To filter your ticket lists by labels:

  1. Click the One Inbox icon in the side panel on the left.
  2. (Optional) Click the Language icon  and select a language to show its Views and tickets.
  1. Select the View you'd like to edit from the Views panel on the left. 
Note:
In the My Tickets, Taken by Me, and My Snoozed Tickets Views, you can filter the ticket lists by status, but you cannot add other filters. 
  1. Click the Show More icon  next to the View name and select Edit.
  1. Click + Add Filter from the Views panel on the left. 
  2. Select Labels. 
  1. Click the relevant drop-down menu:
    • Include Any: Include tickets with any of the selected label(s). For example, if you select the labels "New" and "Urgent", tickets with either the "New" or "Urgent" labels display.
    • Include All: Include tickets with all of the selected label(s). For example, if you select the labels "New" and "Urgent", tickets with both the "New" and "Urgent" labels display.
    • Exclude Any: Include tickets that do not have the selected label(s). For example, if you select the labels "New" and "Urgent", tickets with either the "New" or "Urgent" labels do not display.
  2. Enter a label name and select it from the list. 
    Note: You can add multiple labels to fine-tune your results. 
  1. (Optional) Save the View for other team members to use.
Note:
To save Views, you must be an administrator or have a custom role with Create, update, and delete views enabled in the Ticket List & Saved Replies permissions.

Related Articles

About Labels

Add labels to articles and tickets for an extra layer of categorization and functionality. Use labels in your Knowledge Base to organize articles and determine where they can be viewed. Use labels with tickets

8 min read

Adding Filters to Views in One Inbox

Use filters to create custom Views in One Inbox that display tickets based on conditions you define. Choose from ticket, agent, call, or custom field filters to tailor your ticket lists for you and your team. C

19 min read

Adding Labels to Tickets Using Automatic Actions

Labels can help you identify and categorize tickets. Use rule-based Automatic Actions to add labels to tickets that meet conditions you define. Tips: Create custom Views on your ticket lists that display tick

5 min read

Saving Custom Views in One Inbox

Editing a View automatically saves the changes to your personal profile. "Edited" appears next to the View's name and the next time you access it, your changes will still be in place. If you want other team mem

5 min read

Filtering Articles by Label

View articles in your Knowledge Base that have or do not have specific labels. Adding label filters allows you to organize and categorize your articles further. To filter articles by label: Click the Knowledg

2 min read

Labels APIs

Like categories and subcategories, labels enable your users to filter and locate articles that are relevant to specific topics. For more information, see About Labels. To add labels to articles, see Update Arti

3 min read