Labels
The settings of labels that can be used to mark clients, services, invoices, tasks, and tickets in the helpdesk.
Settings of labels
Labels can be set (according to the user’s access rights to various sections) in other places in the system. Here in the main code list for label management or then for the individual sections, in which they are used. The purpose of this division is to allow users to create their own label for the Helpdesk or for Planning (without administrator access to the main settings).
Helpdesk
Labels specifically for the helpdesk can be set in Helpdesk -> Settings -> Labels.
Tasks
Labels specifically for tasks can be set in Settings -> Code lists -> Planning -> Labels.
Adding labels
A label can be added by clicking the button 
.
You can enter a label name, a label colour, and then choose where the label can be used.
Restriction to departments
If a label is intended for the helpdesk, it is possible to limit it to departments (i.e. which sections it will be possible to use it in). You may add more departments.
If you do not restrict the label to departments, the label can be used in all of them.
Possibility to use a label
Labels can be used in different parts of the system. The chart below shows where a particular type of label can be used and whether it is possible to assign more labels (to a client, service, invoices, planning tasks, helpdesk tickets).
| Label type | Disposure | More labels |
|---|---|---|
| System | Clients (filtering option) | YES |
| Services (filtering option) | ||
| Invoices (filtering option) | ||
| Helpdesk | in Helpdesk (+ option restricted to a department) | YES |
| System + Helpdesk | in Helpdesk (+ option automated assignment to a ticket) option restricted to a department) | YES |
| Clients (filtering option) | ||
| Services (filtering option) | ||
| Invoices (filtering option) | ||
| Planning | Tasks (filtering option) | YES |
Automatic assignment to a ticket
A label can be automatically assigned to a ticket in the helpdesk. It is important to meet these conditions:
- The label adds or edit in the combination System + Helpdesk + Assign to ticket.
- If you want to restrict using a label to selected departments only, you must select those departments. Otherwise, it can be used in all departments.
- The sender´s e-mail address must be stated on the client’s card in personal data or in the contact persons. This is due to pairing the sender’s email address with the existing client.
- This label must be set in the client´s card (tickets from this client will be marked with the label(s)).
Example:
The client writes an e-mail to the e-mail address of the helpdesk department. According to the e-mail address entered in the personal data of clients (contact persons), this e-mail address is paired with the client (e.g., Jan Novak). This client has a label or labels set for automatic assignment in his tab. A helpdesk ticket will be created from the e-mail and paired according to the client’s e-mail address (the client has been assigned to the ticket) and the set labels will be assigned if the label or labels is/are enabled for this department (see the figure below).
Label management
It is possible to perform an action in each label (changing, deactivating, editing and deleting in bulk).
| Button | Name | Function |
|---|---|---|
 | Change in bulk | Changing labels in bulk for others |
  | Deactivating / Activating | Deactivating / Activating a label |
 | Editing | Editing a label |
 | Deleting | Deleting a label |
Change in bulk
Possibility to change the selected labels in bulk for others (the intended new label must be of the same purpose as the original one- system, planning, helpdesk).
Deactivating / Activating
New tasks, tickets, etc. cannot be marked with deactivated labels, but they will remain with already marked tickets, tasks, etc. The deactivated label in the label list is highlighted with a grey background and the deactivation button is blue .
Deactivated labels can be reactivated (reused) by clicking the deactivate button again.
Editing
Editing a label already created (used) – (name, colour and choice of where it can be used).
Deleting
Unused labels can be removed.
If you want to delete a label that is already in use somewhere in the system, the warning in the picture below will pop up. It indicates that the label is already used somewhere in the system. If deleting is confirmed, the label for the marked tasks, tickets, clients, services or invoices will disappear.
If the label is not used anywhere in the system, only the confirmation of the deletion will pop up.
