Creating and Using Labels

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Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article available. See Labels Overview.

You can use labels in to categorize cases, organize macro shortcuts into folders, and to trigger business rules.

A label is a tag that you manage in your Admin or create from the Classic Agent console.

Managing Labels

You can manage your labels by visiting your Admin at

There, you can add a label by clicking the Add Label button. You'll see a dialog like the one below.

Labels must be at least two characters in length and can contain special characters. You can add, edit, or delete labels from the Admin page where you added a label.

Applying a Label to a Case

This is 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. Add a new label by selecting the "Create New" option.

Using Labels in a Case View

Inline labels appear listed in the case view of your Case template and can be removed by clicking on the "x" portion of the label.

Using Labels in a Filter View

You can specify labels as conditions for cases to appear in a filter; and you can also display the labels simply as inline identifiers for any case. When you display labels with a case, they appear as follows:

Using 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 Macro shortcuts, organizing them into easy-to-remember groups.

When you use labels to organize your macros in folders, you'll see the following type of display, where "Sample Macros" is the name of a folder and "testMacro" is the name of an individual macro shortcut:

Using Labels in Rules

You can also use labels as a condition (does this case contain a particular label?) or as an action within a business rule (when this condition occurs, append, set, or remove a label). This allows you to flag your case with a label and then run rules against it.

Color Coordinating

Lastly, you can help your support agents prioritize and differentiate between cases quickly by color-coordinating your case labels. You may have seen the Color drop-down menu on the "Create Label" screen above. Here you can specify a color for the label, which determines how the label is displayed in the Classic Agent console app to your agents. Imagine you had a label for cases which required escalation to a specialized group or individual. When creating this label you could set the label's color to red in the Admin panel, e.g., 

Once you have set the color for a label in the Admin section, you would see your changes applied throughout the app, allowing your agents to quickly distinguish which cases have been escalated and require specialized attention, e.g., 

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