Support
⌘K
enopsy.com
Documentation›Support›Labels & Departments
Open in ChatGPT

Labels & Departments

Two independent ways to organize tickets: labels for topic, departments for routing.

Departments

Every ticket belongs to a department (for example Support, Sales, Billing, Legal — your tenant's own list). A department has its own members, and a new ticket is auto-assigned to one of them. Which departments exist and who's in each is set up by an admin; the exact list is specific to your company, not fixed by the product.

Labels

Labels are a separate, freeform way to tag tickets by topic (for example "billing question" or "bug report") independent of which department owns it. You can filter the ticket list by label, and a ticket can carry more than one.

The search box on All Tickets doesn't just match the subject — it also matches department name, assigned agent, client name, and the client's email. Combine it with the Status, Priority, and Label filters to narrow down a long queue.

There's a separate Predefined Categories list in the admin settings for tagging tickets, but it isn't currently connected to the ticket screen — creating a category there doesn't yet show up as an option when opening or filtering tickets.
Tickets