# Organizing Tools ## Labels **Create your own Labels and that will allow you to mark your tickets, filter them & create ticket folders with ease.**

{% hint style="warning" %} Access Rights needed: **Tools => Labels (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Labels => \[choose what labels you need]** {% endhint %} ### Creating a Label #### **Step 1: Go to Tools** In order to create a new label, go to the **Tools tab**, then go to the **Labels tab.**

#### **Step 2: Create New Label** Click the **“Create new”** button for creating a new label.

#### **Step 3: Label Name & Appearance** Give the label a **name** & choose the **colour** you like. Click the **Save** button.

#### **Step 4: Finish** The new label will be displayed at the Labels list on the **Tools => Labels** & **Labels** pages.

### Label as a Tag

Each label can be assigned to a ticket whether manually or via **Ticket Rules**. In that case, all the label will be visible on the ticket list in an appropriate column. When you are on the ticket list, you may also filter tickets by a certain label. ### Label as a Folder

If you take a look on the left-hand navigation menu, you will find the **Labels section** (which is NOT under the Tools section). You will find a list of **labels you have access to**. Click on any label to open **all tickets with this label**. That is what we call a **folder**. ## Smart Filters **Tired of clearing ticket filters and then setting new ones to achieve another scenario again and again? Here are the Smart Filters that are designed to eliminate this headache once and for all.** Take control over viewing and managing incoming queries with the Smart Filters dashboard. Presort all of your messages into different query types or categories and view them from one central screen. {% embed url="" %} {% hint style="warning" %} Access Rights needed: **Tools => Smart Filters (View & Edit)** {% endhint %} {% hint style="warning" %} Access Rights needed: **Smart Filters => \[choose what Smart Filters you need]** {% endhint %} ### Smart Filters Creation To create a Smart Filter, please visit **Tools => Smart Filters** and press the **Create New** button:

Visit **Tools => Smart Filters** and press the **Create New** button.

A Smart Filter creation window will open:

Here is a description of the main settings & options to choose: * **Smart Filter icon**: choose one of the default icons or upload your own by enabling the toggler; * **Filter Name**: give your Smart Filter a name. Then you may choose what filters to apply: from a certain word or phrase in a message text or a subject to a certain label or integration. Once done, click the **Save** button. ### Using Smart Filters To quickly switch between your Smart Filters, visit **Tickets => Smart Filters**:

{% hint style="info" %} For your convenience, we have added a User Setting that allows you to choose the **Start Screen** appearance: ![](https://1512165613-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FY1lNT4Lo9mrAPxIvhzr5%2Fuploads%2FY7TEh57kJjksy5Nfq58h%2Fimage.png?alt=media\&token=dba6be03-6c31-4de0-a953-7d9a927a8ca9) {% endhint %} ## Custom Fields **Bring your Business Analytics to a new level and get some insights about your business using our Custom Fields functionality.** {% hint style="warning" %} Access Rights needed: **Tools => Custom Fields (View & Edit)** {% endhint %} Simply put, a Custom Field is a field with a certain format and type of information. Once set up, it will be displayed in every ticket so your users could insert a specific type of information or choose one/several variant(s) from pre-created options. Here are the examples: ![](https://1512165613-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FY1lNT4Lo9mrAPxIvhzr5%2Fuploads%2F5mcxPpnd7upyGWNCaRME%2Fimage.png?alt=media\&token=9796d16e-bfea-411e-96d4-b3373b6fc48a)

{% hint style="info" %} Please note that these Custom Fields should be filled manually by your users. {% endhint %} ### Custom Fields Creation To create a new Custom Field, please visit **Tools => Custom Fields** and click the **Create New** button:

Visit **Tools => Custom Fields** and click the **Create New** button.

A Custom Field creation window will be opened:

Here is a description of the fields & options: * Name: this is a name of your CS, it will be visible inside of a ticket; * Type: this is a type of an information this CS will contain; * Select options: multiple variants (available for the "List" type only); * Allow multiple options: this setting defines whether it is possible to choose more than one variant in this Custom Field. Once everything is set up, click Save. ### Filling the Custom Fields Each ticket has a Custom Fields section on your right. To fill the Custom Fields, just press the Gear icon:

Click the **Gear** icon and fill in your Custom Fields

Once filled, click Save. ### Custom Fields Data Export To export your data, please visit **Dashboard => Reports**, find **Custom Fields** and press **Generate**:

Then you need to define what tickets and what information you would like to export:

Once done, click Download. Replyco generates a .CSV file that could be opened via Excel or Google Sheets. ## Starred Messages This feature allows you to mark important tickets and customers, making them easier to find later under the dedicated "Starred" ticket folder. ### Starring Tickets There are two ways to star a ticket. Users can star tickets **from ticket lists** or **from within a ticket** itself:

Starring a ticket while inside a ticket itself

### Starring Customers Replyco allows users to star entire customers. When a customer is starred, all their tickets will appear under the ‘Starred’ ticket folder. Customers can be starred in two ways: either **from within a ticket** itself, or from the **customer contact card**.

Starring a customer while inside a ticket itself

Starring a customer from the Contact Card

### Filtering by Starred tickets We’ve also added a filter to search for starred tickets while on any ticket list. This filter is located under the “Additional Filter” section.

#### Still have questions? {% hint style="info" %} **We're here to help!** If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via: **Chat:** [Click on the chat icon](http://replyco.com/#chat) (lower right of the App) ![](https://1512165613-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FY1lNT4Lo9mrAPxIvhzr5%2Fuploads%2Fn4n7yVhb0PJZuIxlRYXx%2Fimage.png?alt=media\&token=f412e690-8445-497b-9958-94b5fe33a3eb) **Email:** {% endhint %}