Labels are the only free-form tag in SAQ: workspace-defined words that a ticket can carry many of, such as security, q4, or waiting-for-customer. They are defined once for the whole workspace under Settings → Workspace → Labels and applied on the ticket page. SAQ has no custom fields; labels are the way to mark tickets across projects.
Before you start
- To add, rename, or remove labels you need the Owner or Admin role.
- To put a label on a ticket you need to be allowed to edit that ticket: an owner or admin, any workspace user on an Inbox ticket, or a member of the ticket's project. Labels sent by regular client users are ignored.
Manage labels
- Open Settings → Workspace → Labels.
- Type a Name and select Add label.
- To rename, edit the name in place; the change applies everywhere the label is shown.
- To remove, select Remove and confirm. The label is removed from every ticket that carries it.
Rules
- Names are 1–60 characters and unique within the workspace ("A label with this name exists.").
- Renaming keeps the label on every ticket; only the text changes.
- Removing is immediate and cannot be undone. Tickets keep no trace of a removed label.
- Labels are workspace-wide. There are no per-project labels.
Apply and filter
On a ticket, labels are chips in the details rail; add or remove them there. In the ticket list and on boards, the Label filter narrows the view to tickets carrying a label, and it combines with the other filters (state, project, assignee, and so on). Integrations filter with the labelIds parameter and the MCP search_tickets tool. See Find tickets.
Common problems
I removed a label by mistake. Add it again with the same name and re-apply it; the removal cannot be reversed.
A member cannot add a label to a ticket. They are not a member of the ticket's project. Add them to the project or ask a project member to do it.