Using labels on your help center articles

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23 Comments

  • 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?

    1
  • Katie Dougherty

    Hi @...

    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 Manager

    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 Care

    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 Care

    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 Cox

    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 Manager

    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 Manager

    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, 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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  • Casey Birkholz

    When will we be able to run a report in Explore based on labels? I have a label I used on 30 articles related to a specific project. The articles are found across various categories and sections. I have to run nine different reports every week to report out on the viewership of these articles for the project. Since I also need to break views down by user (internal vs external) - it takes a loooooonnng time! 

    1
  • Dimitri Velednitsky

    Is there any way to report on labels? 

    For example, I want to list every article in X category that doesn't have a Y label. 

    We're trying to use Answer Bot and since AnswerBot can only make filtering decisions based on labels I end up with many questions about what labels are applied where and I can't find them in Explore.

    2
  • Ahn Letran

    Hey, Dimitri!

     Reporting for article labels in Explore for Guide isn't available yet. I understand this is not the answer you were hoping for, but you can up-vote this post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Cheers!

    Ahn L. | Customer Support Advocate

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  • Matthew Erickson

    In the Overview it say you can "create a list of related articles based on labels." No where in this article explains how to do that. How can this be done?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Matthew,

    Here's some general information on creating article lists (labels can be used as a criteria for them): Using article lists for different views of your knowledge base content

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  • Marcie G

    I understand that Answer Bot does not support multi-word phrases for labels. Is it possible to use hyphens or underscores instead? For example, "add_item" or "add-item"? 

    Thank you in advance! 

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  • Beto

    Hello Marcella!

    Yes, you are correct! In order to have multi-word phrases for labels, the best way is to use underscores. Hyphens should work the same way, but we believe underscores offer a better experience when reading the labels.

    If you have a label like "test_label" you could make a search in your Help Centre for "test", "label", "test_label" and "test label" and these will all provide you with the article with that label, so this is very flexible :)

    Thanks for your question, I hope this was helpful! 

    1
  • Marcella Gencarelli

    Thanks, Beto, I appreciate you replying. Just one more question to clarify: If a customer searches for "order issue" will an article with a label of "order_issue" come up in their search query? We seem to have most of our customers searching multi-word phrases so this would be super helpful if this was the case. 

     

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  • Beto

    Hi Marcella!

    Yes, I wanted to test this myself just in case, so I created a label called "test_label" and when I searched on my Help Centre for "test label" it gave me the appropriate article. This menas that adding labels with multi-word phrases separated with underscores would allow your clients to search for multi-word phrases separated by regular spaces.

    Let us know if you have any questions!

     

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