Labels

Besides handy for Users, Labels are used to trigger Metadata components and Service level agreements

Labels can be configured in the workspace settings, each having a name and color. While labels are used by Users to mark certain tickets it can also be used to trigger things like; 1. Metadata components 2. Service level agreements

Grey labels are not show in the ticket screen, this can be handy when using multiple labels for automation purposes.

Example:

An inbound message is received "Return my socks". Either a user identifies that this is about Returning goods from a customer or a Flow acts on trigger words like "Return". Both can add the label "Return goods" to the ticket and the metadata component "Last orders" is triggered to retrieve information from an external API like your e-commerce website and show the content.

Now, not only is the ticket labeled but also there is context for the user to communicate smart.