Labels
Ticket labels serve as identifiers for categorising and organising conversations within the help desk system. They provide a structured approach to managing customer interactions.
Adding Labels:
To add labels to your Help desk platform, follow these steps:
1. Access the "Labels" section within the settings page of your BIK dashboard
2. Click on the "Add label" tab to proceed.
3. Enter a label name in the label field.
4. Use "Add tag" button to add the label to your platform.
Editing Labels:
To manage the added labels, follow these steps:
Settings → Labels → Edit
Archive/ Unarchive labels:
You can archive/ unarchive and edit the labels by following these steps:
1. In the "Label" section, click on the contextual dots.
2. Here, you can edit and archive the label if needed.
3. To unarchive, go to the "Label" section and navigate to archived labels.
4. Click on the contextual dots to unarchive the label.
Adding labels to chat:
You can add labels in three ways:
Manual Addition:
Navigate to "Help desk" and select any chat to add labels.
Click on "Add labels" in the customer chat.
Select the desired label(s) to add them successfully to the chat.
Bulk Addition:
Within "Help desk" select any chat.
Choose single or multiple chats.
Use "Assign label" and select the label(s) to add them successfully to the chats.
Automation:
Access the "Journey" section and create a new journey to add labels.
Use the "Add Ticket Label" block under the action tab.
Select a label to add to the chat.
If a customer triggers a particular journey, the set label will be added to the corresponding customer chat.
Label Retention
Labels that are added to a customer ticket of a channel, those labels are retained if the customer messages back in the configured time.
Where should we enable label retention?
Go to settings and select assignment logic
Look for the label retention and enable it
Enter the required number of days
Save the settings
This make the labels retained for a customer of a channel for the configured days.
Understanding Labels in the Help Desk
1. Choice of Ticket-Level Labels:
Labels are intentionally designed to be at the ticket level to emphasize the uniqueness and individuality of each customer interaction.
This choice underscores the importance of addressing each customer's needs with personalised attention and care.
2. Retention and Visibility of Labels:
Labels attached to tickets are lost once a ticket is closed.
Previous ticket labels can be viewed under reports and activities in the right panel, ensuring historical data preservation for analysis and reference.
3. Distinction Between Labels and Tags:
Labels are not added at the customer level.
For continuity in future conversations with a customer, customer tags should be used. Tags provide a consistent way to categorise and identify customers across interactions.
4. Archiving Labels:
Labels can be archived when not actively used.
Archived labels are visible in reports but cannot be applied to future conversations.
5. Limitations on Label Use Across Products:
Labels appended in the help desk cannot be used across other pods like broadcast, segment, and automations.
FAQs
1) Why are labels specifically implemented at the ticket level?
Labels at the ticket level allow for a personalised approach to addressing each customer's unique needs and inquiries, reflecting our commitment to individualised customer support.
2) Can I still access previous ticket labels after the ticket is closed?
Yes, previous ticket labels can be viewed under reports and activities in the right panel, ensuring that historical data is retained for analysis and reference.
3) What is the difference between labels and tags in the help desk system?
Labels are applied at the ticket level, while tags are used for customer-level categorisation. Tags provide continuity across customer interactions for better organisation and management.
4) How can I archive labels that are no longer in use?
Labels can be archived when they are not actively used, ensuring that only relevant labels are available for ongoing support activities.
5) Where can I find real-time analytics related to labels?
Real-time label analytics can be accessed to determine the types of conversations your brand is undergoing as of today, providing valuable insights for optimising support strategies.
6) Can labels added in the help desk be used in other products?
No, labels appended in the help desk are specific to that platform and cannot be used across other products like broadcast, segment, and automations. It's important to utilize tags for cross-platform compatibility.
7) How do labels help in identifying active customer conversations?
Adding labels to customer conversations allows agents and admins to quickly filter and understand ongoing discussions, facilitating better customer understanding and support.
For further assistance or to raise feature requests related to ticket labels, please contact [email protected]