Using labels on your help center articles

Return to top
Have more questions? Submit a request

70 Comments

  • Jon Daniels
    Zendesk Customer Advocate

    Hey Aswin!

    Labels are not case-sensitive. :)

    2
  • Robyn Casanova

    Brett Bowser Not having a place to manage the labels is a definite drawback. It's my intention to put in a "Wish List" request.  So, on that same note, I'm assuming this means that we don't have the ability to edit an existing label. For example, if I want to change a Label that contains a misspelling.

    1
  • Matt Farrington Smith

    Hi guys, has something happened to labels? I've been trying to add a label with more than one word today and the box keeps deleting the previous word when I press space.

    1
  • Stephanie

    I have an article where I put the label "add user" "adding user" "add" and when I search using these keywords in our help center, the articles I labeled don't even show up. A completely unrelated article actually gets listed in the result. What's up with that?

    1
  • Timo

    Hi folks.

    Do labels support wild cards?

    I have an issue whereby typos and poor grammar on the part of the person doing the search on the widget and in the subject line of the Submit a new Request is not bringing up result from our Help Centre. (I'm assuming this is an issue with labels rather than the search function itself.)

    Example:

    "My account" - this is a top search for us and brings up the relevant articles 

    "Mly account" - zero results

    I would like to fix this with an "*account*" wild card that will bring up a result as long as the word "account" is in the query. The same is true for other keywords.

    (As a side note, any misspelling of the word "account" will bring zero results.)

    Cheers.

    1
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Jay Lee
    I don't believe there is an enforced limit for total number of labels in your Help Center. But there is a limit of 40,000 articles and 50 labels per article, so the limit might be 40,000 x 50. There is no limit on unique labels--they are all be different if you want.

    Hope that helps!

    1
  • Brett Bowser
    Zendesk Community Team

    Hi Mercedes,

    You are correct and tags are not visible to end-users. Only agents on the account.

    Let us know if you have any other questions :)

    1
  • Lenka Prochazkova

    What do you mean by first 200 labels in this note?

    >Note: The number of labels for search is limited to 200. The search engine will use the first 200 labels and ignore any additional labels.

    Are these the 200 most popular labels (most used labels)? Or do you refer to the "age" of the label, so the search engine will only use the 200 oldest labels we have ever created?

    1
  • Jason Lowery-James

    Hi!

     

    Is there an update for my instance of Zendesk and having more than 50 labels?

     

     

    -Jason L.

    1
  • Madison Davis
    Zendesk Community Team

    Hi Jason! Can you tell me a bit about what you want additional labels for? Is it for organizing/filtering content, improving search results in Guide, improving SEO in Google, etc?

    1
  • Maarten Wildeman

    Hi,

    Where is the option to see all the labels currently made/used?

    0
  • Nicole S.
    Zendesk Community Team

    Hey James - 

    I ran into this problem while testing something else related to labels earlier today. You have to make sure there's a space afterward. Try that and let me know if it solves the problem!

    0
  • George Halet

    A year ago, Jon Daniels kindly shared that labels are not case-sensitive.

    Why is it, then, that I see different version of the same text string as label options in Zendesk?

    e.g. when I type in "exbp", the offered selection includes ExBP and EXPB

    (we are working on cleaning up the multi-word labels)

    0
  • Mercedes Peters

    I am assuming based on what I read above that Labels are not visible to end-users.  Is that correct?

    0
  • Jay Lee

    Hey Devan - Community Manager thanks for the response.  To clarify, I did see that it's 50 max labels on each article, but I'm asking more in regards to if there are limits on the total number of labels an organization can have in Guide?  (For example, If I add a unique label to every article I create, will I eventually hit a cap on how many unique labels I can have in the system?)  Thanks!

    0
  • Tracy Dobbs

    Good day,

    I would like to include a phrase as a Label and only have my article show in the Answer bot and Search results if that phrase is in the ticket.  Here's my example.  I have an article about "project codes".  I don't want users to see my article if they only type or search for "codes" or "project".  Can this be done?  

    Thanks

    0
  • Dan Ross
    Community Moderator

    Hey George Halet

    I definitely agree, enforcing to all lowercase would be the ideal option (kind of like how tags in Support work), I hear you on the procedural management difficulties..

    Unfortunately, I don't actually work for Zendesk or know of a way to change the behaviour.

    I'd suggest you create a post in the Feedback section of the Community for Zendesk Guide, so the PM team will read and review it. Let me know when you post it, I'll definitely come by and add my upvote, it's a good idea!

    Have a good weekend!

    0
  • 권유정(yjkwon)

    Can I set the Label to show to the end-user?

    (show the labels at the front of Help center)

    0
  • Katie Dougherty
    Zendesk Community Team

    Hi Lauren Williams

    While it is not possible at this time to download a list of articles and corresponding labels from the product, I found a few posts where other options are discussed: 

    Please also upvote or post additional feedback for our Product Team in the Community Feedback sections. I hope this helps! 

    0
  • Holly Beaty

    This article says the max is 200 labels but I receive an error when adding more than 50. While I don't see any reference to a Professional versus Enterprise label max, I wonder if we are limited by having a legacy version of Guide Professional?

    0
  • Madison Davis
    Zendesk Community Team

    Hey Wade! That's a great question, and unfortunately I don't have a wonderful answer. As a Content Manager here at Zendesk, I most often just export the search data to a CSV and ignore the junk search terms. The product doesn't have a way at the moment to tell the difference between a meaningful search by one of your users and a spammy search or a confused anonymous searcher, so it's all going to be included. My recommendation to you would be to focus your search tuning efforts on legitimate articles/keywords that are coming up most often for your users - other end users' junk searches don't have any impact on legitimate searches; the context-matching of your content and labels does! 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Jay Lee,

    There is indeed! You can add a maximum of 50 labels, and if you have any other questions regarding this aspect Guide, I'd recommend the following resource. 

    Best practices for adding labels

    Best regards. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Mercedes,

    I would say that's a safe assumption, however it doesn't hurt to include labels in the appropriate articles if you're confident those search terms would be used. For example, if you have a Password Reset article then it wouldn't hurt to include password as a label as it's certainly relevant to your article.

    Hope this helps!

    0
  • Malinda

    Hello!

    It is not a supported feature to provide a list of labels to end users, as it will be more efficient for the customer to type in their question rather than search through labels.

    To answer Tracey's question - using multi-word phrases in labels is not a practice we support because there isn’t a way to train Answer Bot on certain phrases and have it return articles based on a multi-word phrase. More information on our Answer Bot label best practices can be found in this article: Best Practices: Using labels in Answer Bot triggers

    I hope this helps clarify your questions!

    Malinda - Customer Advocate

    Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    0
  • Stephen Fusco
    Zendesk team member

    Hey Timo, 

    Labels do not support wild cards. In the example you provided, i'd recommend using a label for "account" rather than "my account" As a general rule, labels should be single words as they are looking for exact matches. 

    If you want to include common misspellings then you might consider adding those as their own labels. 

    0
  • Brett Bowser
    Zendesk Community Team

    Happy to help :)

    0
  • Saori

    Hello,

    I have a question about how labels work for translated articles. Our original article is in English. We add the translated Japanese version to each article. The original article has some English labels, so these are applied to the translated article as well.

    • Do English labels influence search of Japanese articles?
    • If we add Japanese labels, do these enhance Japanese article searchability?

    Thank you,

    0
  • Nivedita Mahesh

    I'd like to use the bulk update option to add labels to a large number of articles. From what I'm seeing, I can only select 30 articles at a time. Is that the maximum? 

    Use Case: Adding labels to articles to designate them as 'Answer Bot recommended articles' (https://support.zendesk.com/hc/en-us/articles/115012444447). 

    0
  • George Halet

    Dan Ross thanks for that suggestion

    Mary Paez had the same idea in September. You could upvote her post KB article labels issues!

    0
  • Nicole S.
    Zendesk Community Team

    Hi Jason -

    I talked with the product manager, and apparently we do allow increased labels on a case-by-case basis. I'm going to create a private ticket for you so that he can help determine if your account is one we can do this for and get that set up if so. Please look for that ticket and email notification from me shortly.

    0

Please sign in to leave a comment.

Powered by Zendesk