Labels are a flexible tool for categorizing and filtering your tickets. You can create your own label system to mark specific situations, prioritize tickets, or track processes more effectively.
What are Ticket Labels Used For?
Ticket labels allow you to:
Categorize tickets based on your own criteria
Filter tickets in the ticket list
Easily identify similar or related tickets
Add visual markers for quick navigation
Create custom workflows beyond standard states
Practical Use Cases for Ticket Labels
Use Case 1: Prioritizing Tickets
To mark and filter priority tickets:
Create a label "Priority" with a distinct color
Add the label to tickets requiring immediate attention
Create a custom view with a specific filter for priority tickets
Continuously monitor and resolve priority tickets first
Use Case 2: Marking Specific Customers
For better management of tickets from different customer types:
Create labels like "VIP customer", "Corporate customer", or "New customer"
Mark tickets with labels based on customer type
Adjust communication and resolution approach based on customer category
Analyze data and track performance metrics for each category
Use Case 3: Internal Processes and Procedures
For tracking internal processes:
Create labels like "Waiting for supplier", "Waiting for customer", "Escalated"
Mark tickets based on the current phase of internal processing
Combine labels with ticket states for a more detailed overview of resolution progress
Easily identify tickets where the process is stagnating or requires attention
Use Case 4: Tracking Specific Situations
For identifying specific situations:
Create labels like "Goods in transit", "Needs inspection", "Special request"
Add labels based on the current situation or specific requirements
Filter tickets based on these labels for more efficient management of similar tickets
How to Work with Ticket Labels
Creating a New Label
To create a new ticket label:
Go to Settings > Labels
Click the "Create label" button
Enter the label name
Select text and background colors for visual distinction
Save the new label
Tip: Choose distinct colors that are easy to recognize. A consistent color scheme (e.g., red for urgent tickets, green for successfully resolved tickets) will improve navigation in the ticket list.
Adding Labels to a Ticket
You can add labels to tickets in several ways:
In the Ticket Detail
Open the ticket detail
At the top of the page, click the labels section (or "Add label" if no labels are added yet)
Select the labels you want to add from the displayed list
Click "Save" to confirm the changes
Bulk Addition
In the ticket list, select the tickets you want to modify
From the "Bulk actions" dropdown, select "Add label"
Select the label you want to add to all selected tickets
Confirm the action
Filtering Tickets by Labels
To filter tickets by labels, you can:
In the ticket list, use the label filter at the top of the screen
Click "More filters" to combine the label filter with other criteria
Create a custom view with pre-set label filters for quick access
Managing Existing Labels
To edit or delete existing labels:
Go to Settings > Labels
Click the label you want to edit
Change the name or colors as needed
Click the trash icon to delete the label
Note: Deleting a label removes it from all tickets where it was used. This action cannot be undone.
Tips for Effective Label Usage
Best Practices
Create a consistent label naming system
Limit the number of labels to a reasonable amount to keep the system clear
Use distinct and contrasting colors for quick visual identification
Regularly review used labels and remove those no longer needed
Document the meaning of labels for all team members
Combining Labels with Other Features
Labels and Ticket States
Labels and ticket states complement each other:
Ticket states track the official ticket progress within the return or claim process
Labels provide additional context and allow custom categorization beyond standard states
Combining states and labels gives you the most detailed overview of your tickets
Labels in Automations
You can effectively use labels in Retino automations:
Set up automatic label additions based on specific conditions or events
Create automation rules that react to the presence of certain labels
Combine labels with other automation conditions to create complex workflows
Example automation with labels:
When a new ticket is created with a product from the "Electronics" category and the order value is higher than 10,000 CZK, automatically add the label "VIP claim" and assign the ticket to a specialized agent.
Labels and Data Analysis
Use labels for deeper analysis of your data:
Track trends and patterns in tickets with specific labels
Measure the efficiency of resolving different ticket categories
Identify areas needing process optimization
Evaluate the performance of individual agents in different ticket categories