Labels help agents categorize and keep track of issues that have been reported by the customers. You can create a two level hierarchy of Labels for detailed classification i.e. a Top level Category and a Second Level of Sub Categories to drill down further. 

To create a label:

  • Go to Settings --> Labels

  • Click +Add Label from the top right corner of the page

  • A label box pops up. Add the name of the Category here from the Category option. Let's say you name it Delivery

  • Name the Sub Category field and make sure the Sub Category switch is turned on

  • Hit Save to save your label name

Your label has been created. 

Note: You can add any number of categories and subcategories, but duplicate categories cannot be created. Once a Label has been created, it cannot be deleted. It can only be edited or disabled.