[Extensions] How to classify tickets with labels in Blip Desk

1. Introduction

2. Features

3. Installation and configuration

4. How to create labels in Blip Desk

5. How to apply a label to a ticket

6. How to remove a label from a ticket
7. How to delete a label from the library
8. Support

Brief description: Create and apply colored labels to Blip Desk tickets to classify support interactions by priority, subject, or status and identify each case without opening the conversation.

Introduction

The Blip Desk: Ticket labels extension adds colored labels to Blip Desk support interactions. You create a label library for the bot, with custom names and colors, and apply these labels to tickets to classify each case by priority, subject, channel, or any other operational criterion. For teams handling a large volume of support interactions, labels help identify critical cases, pending issues, and interactions that require follow-up.

For example, a support team marks urgent tickets with the red Urgent label and billing questions with the blue Finance label. In the Blip Desk support interaction list, the shift manager sees the colored badges and identifies priorities without having to open each conversation.

Features

• Create reusable labels for your team, with names of up to 12 characters and custom colors.

• Apply up to 4 labels per support interaction. They appear as colored badges directly in the Blip Desk ticket list.

• Manage the label library in the extension Portal or directly in Blip Desk.

• Control editing permissions: define whether agents can create and remove labels or whether only the manager can do so.

Supported across all support channels available in Blip Desk.

Installation and configuration

The extension has two parts: activation in the support bot and installation of the extension in each agent's browser. Both are required for the labels to appear in Blip Desk.

1. Access the Blip Desk: Ticket labels extension in Blip Store and activate it.

2. Go to the support bot where the extension will be used and open the extension from the list of installed plugins.

3. On the configuration screen, click Activate extension. The extension is activated for this bot and prepares the connection between Blip Desk and the browser extension.

4. Still on the configuration screen, click Open Chrome Web Store to install the extension in the browser.

5. In the Chrome Web Store, confirm the extension installation.

6. Return to Blip Desk and refresh the page. Label features will begin to appear on tickets.

The browser extension is available for Chrome, Edge, Brave, and Opera.

Attention: Each agent must install the extension in their own browser, using the same profile they use to access Blip Desk. When switching computers, browsers, or profiles, install the extension again. Internal security policies may block the installation of browser extensions.

Manage the label library and editing permissions

On the extension configuration screen in the Portal, you create the bot's label library and define who can change it. Enter the Label name (up to 12 characters), choose a color, and click Create label. To remove a label from the library, click the X on it.

Use the Allow agents to edit labels option to control who manages the library. When it is disabled, the Edit labels button is hidden in Blip Desk, and only the manager can create or remove labels through the Portal.

How to create labels in Blip Desk

With the extension activated for the bot and installed in the browser, agents with permission can also create labels directly in Blip Desk.

1. In Blip Desk, open the ticket actions menu and select Set label.

2. In the Labels window, click Edit labels.

3. The Labels side panel opens on the right.

4. Enter the Label name, choose a color, and click Create label. Repeat for each label and click Apply to save the library.

How to apply a label to a ticket

1. In Blip Desk, open the ticket actions menu and select Set label.

2. In the Labels window, click the labels you want to apply. A ticket accepts up to 4 labels, and the counter at the top (for example, 2/4) shows how many have already been selected.

3. Click Apply. The ticket will display the colored badges for the labels.

Note: If the labels do not appear in the list, refresh the Blip Desk page by pressing F5.

How to remove a label from a ticket

1. In Blip Desk, open the ticket actions menu and select Set label.

2. In the Labels window, click the applied label to deselect it.

3. Click Apply. The ticket will no longer display the label.

How to delete a label from the library

1. In Blip Desk, open the ticket actions menu, select Set label, and click Edit labels.

2. In the Labels side panel, locate the label you want to delete.

3. Click the X next to the label and click Apply to confirm the deletion.

Support

If you have questions or problems with the extension, contact us at support@wiv.com.br.

Need more help? Explore our content on Blip Academy or Blip Community, watch tutorials on our YouTube channel or ask your questions through our support channel 😃