What is the difference between labels and tags?

Question

What is the difference between labels and tags?

Answer

Tags are words or combinations of words that you can use to add more context to Support tickets or chats. You may also apply tags to users and organizations (see the article: Adding tags to users and organizations) for tracking purposes, or to manage business rules for specific sets of users. For more information on potential usage of tags in Support, see the article: Using tags.

Labels are words (or combination of words) you can utilize on Guide articles to improve the search experience of articles. Labels are indexed for search with a little less weight as the article title, but multiple labels with similar words can outweigh the title and body of the article, so use labels carefully to balance your search results. For instructions on how to add labels to your articles, see the article: Using labels on your Help Center articles (Guide Professional and Enterprise).