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Identify Cases with Labels

Learning Objectives

After completing this unit, you’ll be able to:

  • Use labels in to organize and identify your cases.
  • Know when to use custom fields and when to use labels.


In the previous unit you learned about custom fields and how to use them to capture company, customer, and case information. Now you might be scratching your head and thinking, can’t I do the same with labels? In this unit we explain the purpose of labels in, how to set up and use them, and how they differ from custom fields.

Why We Need Labels in Our Life

Have you ever looked at your email or inbox and seen a laundry list of customer questions to get back to? If only there was a way for these questions to jump up and tell us they’re urgent. That way, we’d know which are most important and require our immediate attention. Wouldn’t it also be great if there was a way to organize your customers’ questions into different queues so they can be routed to the correct support reps? With the help of labels, all of that is possible!

What Are Labels?

Labels are a great way to flag cases so that you can take specific action on them. With so many cases requiring your attention, it’s great to know which you should focus on first. We recommend using labels to prompt action—Escalated, Important customer, Follow up needed (when the custom doesn’t respond), and Needs research, are just a few examples of labels you could use.

label types

As an administrator, you can create labels in the Admin console. And if you give them sufficient permissions, your agents can manually create labels on a case. Labels can also be automatically applied to a case using business rules. Learn more about rules in the Automation module.

But for now, let’s walk through the two simple ways to create labels: first through the Admin console, and then on an individual case.

Create Labels in the Admin Console

We’re going to create a label in the Admin console that flags a case as needing more research.

  1. Within the Admin console, in the top navigation, click Cases.
  2. In the side navigation, click Labels.

    Notice that comes with a set of recommended labels.

  3. Click Add Label.

    recommended labels to add
  4. For name, enter Research needed.
  5. Click the Color field and choose Red.
  6. Leave the checkboxes checked for Cases and Macro Folders.
  7. Leave the Active toggle in the on position.
  8. Click Add.

    active toggle

It’s as simple as that!

Advanced Label Settings

While we’re in the labels section, let’s look at the advanced settings for labels.

  1. In the side nav, under Labels, click Advanced Settings.

    There are two options:

    • Check Allow agents to create labels, which lets agents manually create labels on the fly while in a case.
    • Leave unchecked Allow others to create labels, which enables external sources to create labels using the API and web forms. Use this with caution because your labels can quickly become unorganized and out of control.
  2. Click Update.

    update advanced settings

Create Labels on a Case

Since we let our agents create labels, let’s take a look at how to create a label within the Agent console. For example, let’s say we receive a case where the customer wants to talk with a manager.

  1. Click the Admin dropdown selector, and choose Next Gen Agent to switch to the Next Gen Agent Console.

    Next Gen Agent
  2. Click one of the sample cases to open it and view the details.

    view details
  3. In the Case Details panel, click the Labels field.

    click labels field
  4. Enter Manager Requested and press enter/return on your keyboard.


    To remove a label from a case, click the X on the label.



    Typing in a label is not available on the mobile app.

  5. Click Update to save your changes.

    update to save changes

The label that you manually created within a case is now one that all your agents can use.

all agents can use the label

With Power Comes Responsibility (…and potentially bad data)

The ability to manually create labels within cases is powerful, but over time you might end up with a laundry list of labels. There’s also the issue of variations of words such as Escalated versus Escalation, not to mention people making spelling mistakes. Not good. So as an Admin, consider creating a predefined set of labels for consistency’s sake.

Deleting Labels: A Word of Caution

If you no longer need a particular label and want to delete it from, first consider:

  • Is the label used in any business rules or macros?
  • Will there be problems if the label is removed from existing cases?

If the answer to either of these is yes, deleting the label can potentially take some work.

Labels Versus Custom Fields

In the previous unit we talked about capturing information using custom fields. Here you’ve seen that labels are a powerful tool to help capture company, customer, and case information. So how do you pick between these two tools? We’re glad you asked!

Custom fields are great to use with…

  • Structured choices: Give your agents a structured set of options to choose from when they’re logging or responding to cases. This prevents ambiguity and encourages uniform support processes.
  • Automated actions: Structured choices in custom fields let you set up automatic actions on cases based on particular values in those fields.
  • Reporting: Custom fields support the ability to make informed decisions based on the data you’re capturing. Storing this information in custom fields enables simple reporting and better insights into the types of changes your organization can make.

Labels are great to use as…

  • Temporary flags on cases: You can tag cases that need special attention to easily find them at a later time.
  • Visual identification: When you’re logged in to the Agent console, labels show up in the filter view. This means they’re a great way to visually identify certain attributes of a case before you’ve even opened it.

Let’s Sum Up…

With labels, you now have another great tool to help your agents become more effective—which means your customers will get help faster! In the next unit we talk about how to create specific case views so your agents have direct access to their cases.