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You can use labels in Desk.com to categorize cases, organize macro shortcuts into folders, and to trigger business rules.
In this article:
- Manage Labels
- Apply a Label to a Case as an Agent
- Use Labels in a Case View
- Use Labels in a Filter View
- Use Labels in Macros
- Use Labels in Rules
- Color Coordinating
- Changing Labels on a Case
- Use Labels to Search for Cases
Apply a Label to a Case as an Agent
This setting must be enabled in Admin > Cases > Labels > Advanced Settings with "Allow agents to create labels" switched on. When opening a case, you can apply labels in Case Details. Click in the labels field and start typing to see available matches. If the label doesn't exist, you can select it from the dropdown and it will create a new label and apply it to the case. Note that labels are case-sensitive.
Use Labels in a Case View
Inline labels appear listed in the case view. Remove labels by clicking on the "x" portion of the label in the case view of the Next Generation Agent console.
Use Labels in a Filter View
You can specify labels as conditions for cases to appear in a filter in Admin > Cases > Filters > + Add Filter.
Use Labels in Macros
Use Labels as part of a macro (to add or remove a label as part of the macro) or to create a "folder view" for your Desk.com macro shortcuts, organizing them into easy-to-remember groups. Create Macros in Admin > Cases > Macros > + Add Macro.
When you use labels to organize your macros in folders, you'll see your macros organized by label when selecting a macro within a case in the Next Generation Agent console.
Note: The condition "Append Case Labels" means that the label will be added to the case and will not remove other labels already on the case. "Set Case Labels" will remove all existing labels and replace it with the chosen label.
Use Labels in Rules
You can also use labels as a condition or as an action within a Business Rule. This allows you to flag your case with a label and then run rules against it. Use labels in rules in Admin > Cases > Rules > + Add Rule.
You can help your support agents prioritize and differentiate between cases quickly by color-coordinating your case labels. You can specify a color for the label, which determines how the label is displayed in the Next Generation Agent console to your agents. Configure the color of labels in Admin > Cases > Labels > + Add Label.
Once the color for a label is set in the Admin section, the change is reflected in the Next Generation Agent console, giving agents another visual aid to assess cases quickly.
When you change Labels on a Case, a number of things could happen depending on the workflows you have setup. If you have Case Updated Rules setup to trigger based on a specific Label, these Rules could be applied once you update the Case. You will also see reporting for the changed Label in Business Insights. If you have no workflows setup based on the changed Label, nothing will happen to the Case other than the Label being added/removed or changed.
you can use our Advanced Search feature in the Desk.com Agent panel in order to search for all cases with a specific label.
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