Using labels on your Help Center articles (Guide Professional and Enterprise)

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59 Comments

  • George Halet

    Dan Ross Thanks for replying!
    Here's the clarification I got on my end: The search function doesn't care about case, but separate labels will be created according to however the agent types them.

    e.g. As an agent I can create ExBP or EXBP as new labels even though exbp already exists, but as far as information retrieval goes, the search treats them as equivalent. That's fine as far as it goes, but it does cause the label list to bloat.

    I wonder if it would be simpler for labels to all be just forced to lower (or upper) case and avoid this confusion. Trying to enforce something like this procedurally is ineffectual.

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  • 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!

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  • 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!

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  • Dan Ross
    Community Moderator

    Good point, I've just gone and voted! 

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  • Wade Fitzner

    Is there any best practice to filter out junk searches?  

     

    Using the Search With No Results data, we have thousands of junk searches that we would like to eliminate so that we can focus on proper searches that need to be tagged to real articles.

     

    Currently, we've tried creating a dummy article with a lot of these 'junk' words as tags, but if it limits to 200, this will run out extremely fast.

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  • Devan - Community Manager
    Zendesk Community Team

    Hell Wade Fitzner,

    When it comes to optimizing your searches in Guide, this can sometimes feel like more of an art form than a science. While what works for one userbase doesn't always work for another, we do have a list of recommended practices to optimize your search results in the article linked below. Let us know if there is anything else we can help with and have a great day!

    About Help Center end-user search

    Best regards. 

    -1
  • Wade Fitzner

    Devan - Community Manager - Thanks for the response, but I have already exhausted the "best practices" previously before posting.

    I do agree that userbases will differ, and being able to not omit 200+ words/phrases is a huge issue for us.

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  • 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! 

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  • Anton Mintsev

    Hi, it looks now we have a limit of maximum 50 labels added to an article

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  • 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.

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  • Brett Bowser
    Zendesk Community Team

    Hey Matt,

    Looks like this is a known issue that our Guide team is looking into. I'm going to create a ticket on your behalf so they can investigate further.

    Cheers!

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  • Robyn Casanova

    I would like to clean up my Label list. Where do I go to see (and edit) all Labels created?

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  • Brett Bowser
    Zendesk Community Team

    Hey Robyn,

    At this time it is not possible to get a full list of labels within your Zendesk User Interface, though you can get a list of all labels or else a list of labels for each article by using our Help Center API.

    I hope this helps!

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  • 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.

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  • Jay Lee

    Robyn Casanova if you know what the misspelled label is already, you can Filter your search on Guide by Label.  Type in the incorrect label you're looking for.  That will bring up all the articles with that misspelling and you can bulk edit them to remove that label and add the correct one.  When there are no articles in your KB containing the incorrect label, it will not be "auto-suggested" when creating labels for articles, anymore.    

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  • 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?

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  • Ben Van Iten
    Zendesk Community Team

    Hi Holly,

    The limit actually is 50. Thanks for bringing this to our attention. I think we had some confusion on our side earlier. I will flag this article for an update.

    Thank you!

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  • Jay Lee

    Is there any limit on the total number of labels you can have created in your Zendesk Guide?  

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  • 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. 

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  • 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!

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  • 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
  • Kamal Marwaha

    Hi,

    I had a question on the 200 labels and that if 1 label, say 'Marketing', is applied to 50 artilces does that count as 1 label or 50 within the 200 label limit?

    I suspect it would be 1 label but wanted to be sure.

     

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  • Madison Davis
    Zendesk Community Team

    Hi Kamal! Great question and sorry for any confusion - there is no overall limit to the number of labels you can use across your help center - you can have as many unique labels as needed throughout your knowledge base. However, a single article can only have 50 labels. So in your example, "marketing" could be applied to as many articles as necessary, but each of those articles can only have 50 labels each. 

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  • 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,

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  • Jason Lowery-James

    Is there any way to add additional labels (more than the allotted maximum of 50)? Maybe through some type of programming or paying for an additional service/add-on?

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  • 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?

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  • Jason Lowery-James

    Hi Madison!

     

    This is needed for more search results in Guide and for organizing content. We will need a significantly higher amount. Is this possible? If not, what would be the most ideal work-around?

     

    -Jason L.

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  • Jason Lowery-James

    Hi!

     

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

     

     

    -Jason L.

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  • 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.

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