KB article labels issues!

Mary Paez

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.

3 Comments

Simon Celen
- October 15, 2019 11:14
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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Mary Paez
- October 15, 2019 14:13
Thank you for the offer. However, we feel that this should be a native part of the software.

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Robyn Casanova
- February 06, 2020 16:14
- Edited
I strongly agree with Mary Paez. I appreciate the ease of the "Add as New Label" feature. However, not being able to edit misspellings due to human error is very frustrating.

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