Ticket Labels

Labels help categorize and filter support tickets. Create a labeling scheme that works for your team's workflow.

Creating Labels

1. Go to Support → Settings → Ticket Labels
2. Click New Label
3. Configure:

4. A live preview shows how the label will appear
5. Click Create Label

Color Options

18 preset colors organized by theme:

Applying Labels to Tickets

From the Ticket Detail Sidebar

The label picker is built into every ticket's detail sidebar:

1. Open a ticket
2. Find the Labels section in the right sidebar
3. Click Add label to open the picker
4. Select a label from the popover — it's applied immediately
5. To remove a label, click the X on any applied label badge

Labels appear as colored badges with a dot matching the label color.

Bulk Assignment

1. Select multiple tickets in the ticket list
2. Use the bulk action bar to manage selected tickets

Common Label Schemes

By Type:

• bug, feature-request, question, feedback

By Product Area:

• billing, login, api, integrations

By Customer Tier:

• enterprise, pro, starter

By Workflow:

• waiting-customer, waiting-dev, escalated, needs-review

Label Management

Edit a Label

1. Click the ... menu on any label
2. Select Edit label
3. Update name or color
4. Click Update Label

Delete a Label

Labels that are in use cannot be deleted:

• The Usage column shows how many tickets have each label
• Remove the label from all tickets before deleting
• Labels with 0 usage can be deleted immediately

1. Click the ... menu
2. Select Delete label
3. Confirm (only available if usage count is 0)

Label Analytics

Usage Tracking

The labels settings page shows a usage count for each label, helping you identify:

• Which labels are most commonly used
• Which labels may be redundant (low usage)
• Opportunities to consolidate similar labels

Best Practices

• Keep label list manageable (under 20 labels)
• Use consistent naming conventions (lowercase, hyphenated)
• Train your team on label meanings
• Review unused labels quarterly and clean up
• Use labels alongside priority and type for multi-dimensional categorization

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Next Steps

• Tickets — Apply labels to tickets
• Ticket Templates — Auto-apply labels via templates
• Support Analytics — Track metrics across label categories