Overview

Labels add another way to organize Requests across categories. Use them for attributes such as a product area, customer need, or internal priority, then filter Requests by those labels.

A Request can have several labels. Groups keep related labels together and can limit a Request to one label from that group.

Set up labels and groups

Create a label

1. Go to Settings → Requests → Management → Labels

2. Click 'New label'

3. Enter a name and choose a color

4. Turn on 'Private label' if customers should not see it

5. Click 'Add label'

A public label can appear on Requests customers can access. A private label is visible only to the Workspace owner and managers.

Create a group

Click 'New group', enter its name and color, then click 'Create group'. Use a label's 'Change group' menu to place it in a group or remove it from one.

Turn on 'Exclusive' for a group when each Request should have only one of its labels. Selecting another label from that group replaces the previous choice. For example, an exclusive Priority group can contain Low, Medium, and High.

Apply labels to Requests

Open a Request and use its label control to select or remove labels. To label several Requests at once, use bulk editing from the Requests list.

Configure AI labeling

AI labeling applies a label when a Request matches the criteria you provide.

1. Create or edit the label

2. Turn on 'AI labeling'

3. Write AI Criteria that explain when to use the label

4. Turn on 'Apply to existing requests' if you also want to evaluate older Requests

5. Click 'Enable AI labeling', then save the label

For a Billing label, you could write: Apply to Requests about payment failures, invoices, or subscription billing. Exclude Requests about the price of an unrelated product.

Featurebase evaluates new Requests as they are created. Older Requests are only evaluated when you turn on 'Apply to existing requests'. After you change a label's criteria, click 'Reevaluate all requests with new criteria' to run the revised rule on existing Requests. While a run is in progress, the label shows AI labeling in progress.

Let customers choose public labels

Go to Settings → Requests → Collection → Feedback Portal → Participation and turn on 'Request labeling' under Customer actions, alongside the other portal participation settings.

Customers can then choose public labels when submitting a Request. Use required form fields instead when every submission must answer a question.

Edit or remove labels and groups

Use the label or group's menu in Labels to edit or delete it, and click 'Save changes' after editing. Removing a label from a group keeps the label and its assignments.

FAQs