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 and Automatic Actions to optimize your Ticketing System's workflows.

Managing Your Labels

Create, rename, and delete the labels you'll add to articles and tickets from your Label Manager.

Important:

To manage labels, you must be an administrator or have a custom role with Labels enabled in the Settings - Tools permissions.

Show me how

In the Wix Answers app, go to Settings > Tools > Labels.
Choose what you want to do:
- Create a new label:
  1. Click + New Label.
  2. Enter a label name and click Create.
- Rename a label:
  1. Hover over the relevant label and click the Show More icon .
  2. Select Rename.
  3. Edit the label name and click Save.
- Delete a label:
  1. Hover over the relevant label and click the Show More icon .
  2. Select Delete.
  3. Click Yes, Delete this label.

Using Labels With Articles

Add labels to Knowledge Base articles for an extra layer of categorization and functionality.

Categorizing Articles With Labels

Labels can help you group articles that have something in common, but don't fit within the same category or subcategory. After adding labels to articles, you can filter your Knowledge Base to include or exclude articles by label.

For example:

If you need to keep track of articles that relate to a new major feature, create a label and add it to the relevant articles. Then add the label filter to your Knowledge Base to view a list of articles that have the label.

Show me how

To add the label filter to your Knowledge Base article list:

Click the Knowledge Base icon in the side panel.
(Optional) Click the Languages menu at the top-right and select a language.
Click the Filters icon on the left.
Click + Add Filter and select Labels.

Learn more about adding label filters to your Knowledge Base.

Showing and Hiding Articles With Labels

Use labels to show or hide specific articles from your Help Center and Widgets. You can also use them to create 'internal' articles agents link for data tracking purposes.

For example:

You can publish and hide an unfinished article by adding a 'hidden' label to it, then excluding the label from your Help Center and Widgets.

Show me how

To hide an article from your Help Center and Widgets:

Create a label you'll use for hiding articles.
Add the label to articles you want to hide.
Exclude the label from your Help Center and Widgets.

View a full tutorial about creating internal articles.

Using Labels With Tickets

Use labels to keep tickets organized and apply actions to them automatically with Automatic Actions. Agents can also add labels to tickets manually.

Organizing Tickets With Labels

Keep tickets organized by adding labels to them when they have something in common. Then make it easy for agents to work on specific types of tickets by including or excluding labels in Views.

For example:

You could add a 'legal' label to tickets that your legal department should answer. Then create a custom View that includes the label so your legal department can see all their tickets in one place.

Show me how

To manually add a label to a ticket:

Go to the relevant ticket.
Click Add labels or select an existing label next to Ticket Labels in the Info panel on the right.

Note: We're currently working on releasing a new version of the ticket page. If you don't see Ticket Labels in the Info panel, click + Add Label at the top of the ticket page.
Enter the name of the label you want to add and select it from the list. Repeat this step to add more than 1 label.
Press Enter on your keyboard or click the checkmark .

Note: Skip this step if you're adding labels from the top of the ticket page instead of the Info panel (see step 2 above).

To add the label filter to a View:

Click the One Inbox icon in the side panel on the left.
Click the Language icon and select a language to show its Views and tickets.
Select the View you'd like to edit from the Views panel on the left.
Click the Show More icon next to the View name and select Edit.

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.
Click + Add Filter from the Views panel on the left.
Select Labels.
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.
Enter a label name and select it from the list.
Click the Include Any drop-down and select the label you'd like to include.

Note: You can add multiple labels to fine-tune your results.

Using Automatic Actions With labels

Use Automatic Actions to add labels to tickets that fit certain criteria, or perform actions on tickets that have specific labels.

For example:

You could create an Automatic Action that adds the 'legal' label to tickets sent to your legal department's mailbox. Then you could create an Automatic Action that assigns tickets with the 'legal' label to the group of agents in your legal department.

Show me how to add labels to tickets using Automatic Actions

In the Wix Answers app, go to Settings > Tickets > Automatic Actions.
Click + Create New Action.
Note: Click Start Now then click Create New Action if this is your first Automatic Action.
Enter a name for the action.
(Optional) Enter a description of the action.
Click the toggle(s) under Apply action when to apply the action when:
- A new ticket is created: The action applies when a new ticket is created.
- A user replies: The action applies when a customer replies.
Set the conditions that will cause the action to occur:
- ANY of these conditions occur: Set the action that occurs if ANY of the conditions are met:
  1. Click the drop-down menu and select a condition.
  2. Click the Operator drop-down menu and select an option (e.g. Is, Is Not).
    Note: If you selected User is authenticated or a Checkbox custom field type, click Yes or No and skip the next step.
  3. Enter the value that the condition must meet.
  4. (Optional) Click Add Another Condition to add another condition then repeat the steps.
- ALL of these conditions occur: Set the action that occurs only if ALL of the conditions are met:
  1. Click the drop-down menu and select a condition.
  2. Click the Operator drop-down menu and select an option (e.g. Is, Is Not).
    Note: If you selected User is authenticated or a Checkbox custom field type, click Yes or No and skip the next step.
  3. Enter the value that the condition must meet.
  4. (Optional) Click Add Another Condition to add another condition then repeat the steps.
Click the drop-down menu under Select an action and select Set labels.
Click the Select labels field and enter the label you want to add to tickets.
Click Save.

Show me how to apply an Automatic Action when a ticket has a specific label

In the Wix Answers app, go to Settings > Tickets > Automatic Actions.
Click + Create New Action.
Note: Click Start Now then click Create New Action if this is your first Automatic Action.
Enter a name for the action.
(Optional) Enter a description of the action.
Click the toggle(s) under Apply action when to apply the action when:
- A new ticket is created: The action applies when a new ticket is created.
- A user replies: The action applies when a customer replies.
Click the ANY of these conditions occur drop-down and select Ticket labels.
Click the Select labels drop-down and select the label that, when tickets have it, an action will occur.
Scroll down to the Action to take section and click the Select an action drop-down.
Click the action you want to occur when tickets contain the label you selected in step 7.
Continue filling out the options for the action.
(Optional) Click Add Another Condition to add another condition then repeat the steps.
Click Save.

Tip:

Learn more about working with Automatic Actions.

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