Documentation / Working with tickets
Labels and sublabels
In short: Labels let you organise tickets by topic or workflow. You create them in the left-hand panel of Tickets, attach them to a ticket from the list or the ticket screen, and filter the overview by clicking a label. aishaa can also assign labels itself via a workflow.
Where to find this
Menu Tickets, in the left-hand panel under Labels. On a phone or tablet, open the panel via the filter icon.
Who: from the Agent role upwards you can create, edit and delete labels and attach them to tickets. A Viewer sees the labels and can filter by them. Labels apply to the whole account: all organisations in the account use the same labels.
The label tree in the left-hand panel of Tickets with the Inbox item, a few labels with sublabels and counts, the plus sign and the three-dot menu next to a label.
Creating a label
- In the left-hand panel, click the plus sign next to Labels.
- The Label dialog opens. Fill in the fields (see the table).
- Click Save.
| Field | Meaning |
|---|---|
| Name | Required, at most 50 characters. Letters, numbers, spaces and punctuation are allowed. Line breaks and invisible characters are not; you then see the message Use letters, numbers, spaces, and punctuation. Line breaks and invisible characters are not allowed. |
| Color | The colour of the icon and the label chip. aishaa picks a random starting colour; you change it with the colour picker. |
| Add label to | Leave empty for a main label, or choose an existing label to place this label below it as a sublabel. |
| Icon | Choose an icon in the icon picker. The icon gets the chosen colour. |
The Label dialog with the fields Color, Name, Add label to and the icon picker.
Sublabels
A sublabel sits below a main label and appears indented in the label tree. You create a sublabel in two ways:
- Open the three-dot menu next to a label and choose Add sublabel. The main label is then already filled in at Add label to.
- Create a new label and choose the main label you want at Add label to.
A label cannot be placed below itself or below one of its own sublabels.
Editing or deleting a label
Every label in the tree has a three-dot menu with:
| Option | Meaning |
|---|---|
| Edit | Opens the Label dialog with the current name, colour, icon and parent label. |
| Add sublabel | Creates a new sublabel below this label. |
| Delete | Deletes the label after the warning Deleting cannot be undone! You only see this option for labels without sublabels. Delete the sublabels first if you want to remove a main label. |
Attaching a label to a ticket
From the ticket overview:
- Click Add label in the row.
- In the Assign label dialog (Choose a label to add to this ticket.), choose the label in the Label list.
- Click Save.
From the ticket screen: in the top bar, click Add label at Labels and follow the same steps. The top bar shows at most three labels; if the ticket has more, Show all labels opens the rest.
You remove a label from a ticket with the cross on the label chip, in the list or in the top bar. Every addition and removal appears in the ticket timeline as Label ‘name’ added. or Label ‘name’ removed.
Labels assigned by aishaa
aishaa can attach a label to a ticket itself via a workflow, for example a step that sorts the message and sets a label for each chosen option. If your organisation had classification rules, they are now in such a workflow. Hover over a label to see where it came from. The tooltip shows Assigned by (AI or the colleague’s name) and the time. For a label from a classification, it also shows Classification, Score, Source (AI or Keyword) and Reason. You can read how to set up a workflow in What are workflows.
Filtering by a label
Click a label in the tree to see only the open tickets with that label. Each label shows the number of tickets. If you want to see a different status, choose it in the Status filter. Click Inbox to go back to the full workload.
Good to know
- Labels are account-wide. A label you create in one organisation also appears in the account’s other organisations.
- When merging tickets, Move labels to destination ticket lets you take the source ticket’s labels along. See Merging, splitting, moving and linking.
- The label tree is disabled in the spam view.
- There is no separate management page for labels; everything happens in the left-hand panel of Tickets.