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 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.

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. 

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. 

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 ticket 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. 

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. 
Tip:
Learn more about working with Automatic Actions

Related Articles

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 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. Choose what you want to do:Include articles with any of the selected labelsClick the Include Any drop-down.Select labels to include articles in the results that have any of the selected labels.For example: If you select the labels "New" and "Not Ready," articles that have either the "New" or "Not Ready" labels display.Include articles with all the selected labelsClick the Include All drop-down.Select labels to include articles in the results that have all of the selected labels. For example: If you select the labels "New" and "Not Ready," articles that have both the "New" and "Not Ready" labels display.Exclude articles with any of the selected labelsClick the Exclude Any drop-down.Select labels to include articles in the results that do not have any of the selected labels. For example: If you select the labels "New" and "Not Ready," articles that have either the "New" or "Not Ready" labels do not display.6.  (Optional) Select a list or card view at the top to choose how you want to view your articles. Show me moreClick the List view icon at the top to display your articles in a list. Click the Card view icon at the top to display your articles in separate cards. 7.  (Optional) Sort your articles by update date using the Newest First / Oldest First menu. Show me moreClick Newest First at the top and select Oldest First to view articles that have not been updated for the longest amount of time at the top of the list. Click Oldest First at the top and select Newest First (default) to view articles that were most recently updated at the top of the list. Tip:You can add more than one article filter to refine your search results. 

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Adding and Removing Labels in Articles

Add labels to articles for additional layers of categorization. You can use labels to choose which articles appear in your Help Center or Widgets. You can also add the label filter to your Knowledge Base to view articles by label. To add or remove a label in an article:Go to the article's Content Editor. Click Labels in the footer. Choose what you want to do:Add a new label to the articleClick the drop-down menu and enter a label name. Click Add new label.Click Update. Note: Repeat these steps to add more than one label to the article. Add an existing label to the articleClick the drop-down menu and start typing the name of a label. Select the label from the list.Click Update. Note: Repeat these steps to add more than one label to the article. Remove a label from the articleClick the X icon  next to the label.Click Update. Tip:Click Manage Labels to go to your Label Manager. You can then rename, delete, or click to view all the articles that have a specific label. Learn how to:Use labels to show or hide articles in your Help Center.Use labels to show or hide articles in your Widgets. Add the label filter to show or hide articles in your Knowledge Base list. 

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Managing Your Labels

Create, rename, and delete labels from the Label Manager in your Answers account. Here you can also access the articles and tickets added to each label. Important:To manage labels, you must be an administrator or have a custom role with Labels enabled in the Settings - Tools permissions.To manage your labels: Hover over Settings and click Labels. Tip: Click the Search icon and enter a label name to find an existing label. Choose what you want to do: Create a new label: Click + New Label. Enter a label name and click Create. Rename a label: Hover over the relevant label and click the Show More icon . Select Rename. Edit the label name and click Save. Delete a label: Hover over the relevant label and click the Show More icon . Select Delete. Click Yes, Delete this label.  Tip:Filter articles or tickets by a specific label by hovering over the label and clicking Used in __ Articles or Used in __ Tickets. 

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Showing or Hiding Help Center Articles with Specific Labels

Labels help you organize your Help Center content. You can set your Help Center to display articles with certain labels and hide articles with others. To choose which labels appear in your Help Center:Hover over Settings in the side panel.  Hover over Help Center and click Advanced.Click Edit content visibility next to the relevant language. Select Use articles with the following labels under Filter content by Labels.Click the relevant drop-down and select labels to:Include ANY of these labels: Articles are included in the Help Center if they have any of the selected labels.Include ALL these labels: Articles are only included in the Help Center if they have all of the selected labels. Exclude: Articles are excluded from the Help Center if they have the selected labels. Click Save.(If applicable) Repeat steps 3 - 6 for each language in your Help Center.

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Choosing Which Articles Appear in Your Widget

Define which articles customers can access in your Widget's Search Bar, Category List, and Selected Articles. You can limit the available articles, display relevant categories, and showcase specific articles from your Widget's Structure & Content settings. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. Defining the Available Articles in Your Search Bar and Category ListChoose which articles customers can access through your Widget's Search Bar and Category List. You can limit the available articles based on category, labels, or article type. Important:Editing the content accessibility settings for your Search Bar also edits the settings for your Category List and vice versa. Show me howHover over Settings  and click Widgets.  Hover over the Widget you'd like to set up and click Edit.(For multilingual widgets) Click the language next to Settings for and select a language.Click Manage next to Search Bar or Category List.(Optional) Edit the title in the Title field and click Update.Click Edit next to the relevant language. Select the Content Accessibility filter(s) you'd like to set up:Filter articles by Categories: Include or exclude articles based on their category. Click Use articles from certain categories.Choose to include or exclude categories:Include: Leave Use articles from these categories set as the option. Exclude: Click Use articles from these categories and select Content in all categories except those.Click the drop-down and select the categories you'd like to include or exclude. Filter content by Labels: Include or exclude articles that have specific labels. Click Use articles with the following labels.Click the relevant drop-down and select a label:Include ANY of these labels: Include articles with any of the selected labels (e.g., select the labels "Widget" and "Get Started", to display articles that have either the "Widget" or "Get Started" labels).Include All these labels: Include articles with all of the selected labels (e.g., select the labels "Widget" and "Get Started", to display articles that have both the "Widget and "Get Started" labels).Exclude: Include articles that do not have the selected labels (e.g., select the labels "Widget" and "Get Started", to display articles that do not have have the "Widget or "Get Started" labels).Filter content by Article Types: Include only specific article types.Click Use only the following types of articles.Select the article types you'd like to be available in your search bar.(Optional) Apply your content filters to all your languages: Click Use these settings for all languages.Click Yes, Apply to All.Click Save.Displaying Selected ArticlesShowcase specific Selected Articles on your Widget to lead customers to common solutions and reduce support requests. Show me howHover over Settings  and click Widgets.  Hover over the Widget you'd like to set up and click Edit.(For multilingual widgets) Click the language next to Settings for and select a language.Click + Add Component at the bottom of the page and click Selected Articles. Click Manage next to Selected Articles.(Optional) Edit the title of your Selected Articles section in the Title field and click Update.Click Add Selected Article. Enter the name of an article you'd like to feature and select it from the list. Click Add Article. Repeat steps 7-9 to add more Selected Articles. To change the order of your Selected Articles:Click the Reorder icon  to the left of a Selected Article and drag it up or down.To remove a Selected Article: Click the Vertical Show More icon  on the right and select Remove. Learn how to add contact options so that customers can get support directly from your Widget.

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