Labels#

Labels are color-coded tags that classify conversations and contacts. They are the primary mechanism for categorizing support workload and slicing reports. Every workspace defines its own label taxonomy.

Creating Labels#

Go to Desk → Labels → New Label and configure:

• Title — a short identifier (e.g., billing, bug, vip, refund-request)
• Description — an internal note explaining when to apply the label
• Color — one of nine preset colors for quick visual recognition
• Show on sidebar — pin frequently used labels to the inbox sidebar for one-click filtering

Label titles must be unique and are normalized to lowercase with hyphens.

Applying Labels#

Labels can be applied to conversations in three ways:

• Manually — from the right panel of an open conversation, click Add Label
• Automatically — via an automation rule that matches conditions on new conversations
• At channel level — all conversations arriving on a specific inbox receive a default label

A single conversation can carry multiple labels.

Filtering by Label#

In the conversation list, click any label in the sidebar to filter the inbox to conversations carrying that label. Combine with status and assignee filters to build focused views — e.g., “all open billing conversations assigned to me”.

Saved filter combinations can be stored as Custom Views for repeated use.

Labels in Reports#

The Label report (Desk → Reports → Label) shows volume, response time, and resolution time aggregated per label. This is useful for spotting rising issue categories — e.g., a sudden spike in refund-request conversations — and for reporting root-cause trends to product and engineering teams.