Question

What is the difference between labels and tags?

Answer

Tags are words or combination of words you add to Support tickets or chats to add context. You can also apply tags to users and organizations to track and manage business rules for specific user groups. In Knowledge, content tags group articles or community posts so users find related content fast.

Labels are words or combination of words you add to articles to improve article search. The search index gives labels slightly less weight than the article title, but many similar labels can outweigh the title and body, so use labels with care to balance search your results.