Hi there. I’m Mo. Head of Customer Success at Groove. And I’m here to help you learn everything you can do with labels.
Labels are handy little tags that help you organize your tickets depending on your needs. You can see them at a glance in the ticket view. It’s easy to add a label, and you can do so in two ways.
First, you can add one right from the ticket list view. Just select the ticket from the list, click the tag icon in the top menu bar, type the label you’d like to add, and press update. You’ll see the label apply immediately.
You can also add a label from within the ticket reply window. Start typing your label next to the tag icon or any existing labels. You’ll see existing labels auto-populate as options. Press Return, and your label is added.
Once you’ve added some labels, you can use them in a variety of helpful ways. First, you can search by label. Enter your label in the search bar, and press Enter. You’ll receive results for any tickets containing that word combination. In the lower left side bar you’ll see labels matching the results detected. Click on the label in the side bar and you’ll filter your search to only results with that label. It’s a great way to keep track of tickets with a particular label.
You can also use a label to trigger a rule. Rules automate a variety of actions to eliminate tedious steps from your workflow. To use a label to trigger a rule, visit Rules in the Settings Menu and Create a New Rule. Title your rule whatever you’d like, but it’s helpful if it corresponds with your label. In the Select a Condition dropdown menu, select Labels contain and enter the label you’d like to use to trigger and action. There’s a ton of actions you can select from, but in this case we’ll choose to assign to the group Warehouse. Save the Rule, and now everything with the label Delayed Shipment will automatically assign to the Group Warehouse.
You can also use labels to organize tickets into folders. Folders are the best way to keep all customer requests tagged with a specific label in the same place. In Settings, under Folders, +Add Folder. Title it however you’d like, or to match the corresponding label, and like rules, choose the condition Labels and contain. In this case we’re making a separate folder to organize all press inquiries. Once you save, you’ll see the new folder in the left side bar with your other folders.
If you need to manage your labels, head over to the label Section in the settings menu. There you can view all of your existing labels, or delete any unnecessary ones by clicking the trash can on the right of every label.
You can also use labels to create the dropdown menu for your support widget. To do that, let’s head to the Apps menu. In the Apps menu, select Support Widget to enter the Widget Settings. In the widget settings check Include these labels in the contact form for the widget. We’ll give you the option to include some common labels, or you can enter your own. That way your customer can pre-select their reason for contacting you, and the label selected will automatically apply to your ticket as soon it enters into Groove.
And that’s just about all you need to know about labels. At least to get you started. Let us know if you need any more help!