Using labels on your help center articles

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75 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Chad,

    You are correct and article labels will help determine the results on this page. More information here: What are the differences between Instant Search, Article Suggestion, and Help Center search?

    I hope this helps!

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  • Lauren Williams

    Hi, how can I download a list of all the articles and corresponding labels please so I can review outside of the Help Centre?

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  • 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! 

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  • Anthony Inman

    Hi Guys,

    Just wanted to let you know when you click on  using the API. and using the Help center API: this message comes up

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  • Dave Dyson
    Zendesk Community Team

    Thanks for the heads-up, Anthony! I'll alert our documentation team.

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  • 권유정(yjkwon)

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

    (show the labels at the front of Help center)

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  • 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

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  • Malinda
    Zendesk Customer Advocate

    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

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  • Maarten Wildeman

    Hi,

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

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  • Malinda
    Zendesk Customer Advocate

    Hi Maarten,

    You can list all labels used in your Help Center articles via API. Instructions on how to accomplish this can be found in our developer documentation: List All Labels

    I hope this helps!

    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

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  • Erin

    This is good to know! Initially, I thought labels were basically tags, and I didn't realize they were related to search logic or the answer bot. It would be really helpful to help people make the best use of their help center articles if there was a small blurb or link or something IN the article editor explaining the purpose of the labels or linking to this article. Like "See here for how to use labels"

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  • Dave Dyson
    Zendesk Community Team

    Hi Erin, thanks for this feedback! To increase its visibility, would you mind creating a post in our Feedback on Guide topic? Thanks!

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  • Rich Andersen

    Hi, Is there anywhere I can see a full list of labels that my team has created? I want to make sure we're not doubling up and adding new labels that we already have.

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  • Dave Dyson
    Zendesk Community Team

    Hi Rich –

    There isn't a place in the Guide UI where you can see all your labels, but it's possible to use the API to see it:

    List All Labels

    If you're logged in to your Zendesk account, just open a new browser tab and enter this (substituting your Zendesk subdomain):

    https://mysubdomain.zendesk.com/api/v2/help_center/articles/labels.json

    and it should give you a list of all your article labels. If you search online for JSON converters, you should be able to find a page that will allow you to convert the API output to CSV or another format that will likely be more readable.

    Hope this helps!

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  • Rich Andersen

    Thanks Dave Dyson, That's awesome.

    On Friday I stumbled on the fact that you can see all your labels in the Manage Articles page by clicking Filters > Labels.

     

    It would make a lot more sense to be able to see labels in the Labels menu when creating an article. It even has a drop-down button but when you click it nothing happens!?!

    Furthermore, I have no idea how to delete old or incorrect labels. Is that also done via the App?

    Whoever's job it was to work on labels obviously didn't finish it. Probably another example of Agile methodology misinterpreted.

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