Labels categorize support threads, while saved views preserve the filters your team uses repeatedly.

Create labels

  1. Open Support > Labels.
  2. Create a label with a name and color.
  3. Add an AI description when automated systems need clearer guidance about when to use the label.
  4. Apply labels from a support thread or workflow.

Create a saved view

  1. Open Support > All threads and filter the queue.
  2. Use properties such as status, priority, source channel, assignee, labels, or company.
  3. Save the filter set as a reusable view.
  4. Open it later from Support > Views.

Limits

  • Labels use a flat list; label nesting, inactive states, and label archiving are not available.
  • If a view no longer returns useful threads, update or remove its filters.

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