Plan requirement
| Subscription | Suite Growth or higher, Knowledge Professional or higher |
| Access | Agent |
Labels are searchable and invisible to readers, which makes them the place for every word you would not put in a title.
Add labels
- Open the article for editing and expand Article settings.
- In the Labels field, start typing. Pick the matching label if it exists, or select Add as new label.
- Update the settings.
Fifty labels per article is the ceiling, which is far more than any article should carry. Two details save time later: labels are not case-sensitive when somebody searches, but the label filter in the article list is, and labels live on the article in its default language rather than on each translation. That last one is why the multilingual advice below works: you put the labels of every language on the default article, not on the translation they belong to.
What belongs in them
- Synonyms. The words customers use that you would not: invoice and bill, sign in and log in.
- Old product names. People search for what it used to be called for years afterwards.
- Common misspellings. Free to add, and they catch real searches.
- The other language. Dutch customers searching an English term, and the reverse.
- Error messages or codes people copy out of a screen.
Why this matters more than it looks
A title has to read well, which limits how many ways of saying the same thing it can contain. Labels have no such constraint and are never seen.
That combination makes them the cheapest way to be found, and almost nobody uses them properly.
Where the words come from
Not from imagination. Look at what people searched for and found nothing, and at how customers phrase things in tickets. Those are the exact words to add.
Labels are not categories
They do not organise anything for the reader; content tags do that. Labels are purely for search.
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