KB article labels issues!
Concerning KB article labels:
- Can labels be case IN-sensitive? We are having difficulty controlling the way agents enter labels into articles. This affects searching, filtering, Answer Bot, etc.
- We need a way to remove certain labels from the list? We are trying to ensure labels we use are typed in a certain way. Agents make mistakes and then we get lists of labels that are incorrect. Other agents select those labels. It becomes a mess to handle.
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Hi Mary,
Those would be good features to have by default for article labels. If you need help with this in the meantime then I could custom code a solution that would lowercase all labels. Removing or replacing labels is no problem either as I have done so in the past for other clients.
This solution could be run as a one-off or f.e. nightly.
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Thank you for the offer. However, we feel that this should be a native part of the software.
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