Folders are another way to organize your agent workflow. You can use them to keep track of labeled tickets, separate tickets coming in from Facebook or Twitter, or delegate responsibilities to Agents.

To create a folder, visit Folders in the Settings Menu under Ticketing.

Select +Add Folder from the left side-bar menu and an empty form will appear in the page view for you to enter your Folder details.

Add name, description, type of conditions you'd like this Folder to reflect, and select who will have permission to view this folder.

You can choose from a variety of different conditions on how to filter tickets into a Folder from the Conditions dropdown menu. Labels, Priorities, Agent, and Channel (coming from your Widget, Twitter, or Facebook) are among some of the options available, but you can also create Folders based on Time. You can add as many conditions as you'd like to a Folder.

Please note: The order of conditions are important. The first matching condition in top down order will process for a ticket, and then the condition matcher will stop. If you have multiple conditions, it determines whether all conditions must be met before a ticket goes into the folder, or if the ticket will filter in a folder even if it only matches one of the conditions.

It's easy to edit or delete a Folder; simply click on the Folder in the list view to edit it, or the trash can option next to the Folder to delete.

Creating a New Label Expand

New problems, ideas, and situations surface every day. Labels are a great way to keep those requests organized.

You can create new labels in two easy ways.

The first way to create a label is right within the ticket itself. When you're typing a new label, you'll see a list of your existing labels auto-populate as suggestions.

To add a new label, just finish typing the label you'd like to add and press Enter (Return).

You can also add labels in bulk from the tickets list view by checking the tickets you want to label and then clicking on the label icon that appears at the top of the ticket list.

Type out the label in the blank text field. Just like adding a label in the ticket box, you'll see suggestions of existing labels in a dropdown menu. To add a new label, just finish typing your label and press Enter (Return).

You can see all of your new labels in the Labels section of the Settings Menu.

You can add as many labels as you’d like. Whatever it takes to keep your customer's requests easy to locate!

Creating a Folder Based on a Label Expand

Creating a Folder based on a Label is the best way to keep all customer requests tagged with a specific label in the same place.

To create a folder based on a label, visit Folders in the Settings Menu.

Once you're in Folders, click +Add Folder in the left side-bar menu. You can name your Folder whatever you'd like, but we recommend opting for a title that matches your label for the sake of simplicity.

In the dropdown menu under Include tickets matching Any/All of the following, select Label and type in the lable you'd like to filter into the folder.

Press Save Folder and you're good to go! Everything with that label will filter into that folder keeping your tickets nice and organized.

Creating a Rule Expand

Rules apply to new, incoming tickets to help automate ticket management. They are composed of conditions (what you are looking for) and actions (what you want to happen).

You can use rules to do a bunch of things like automatically assign tickets to a group or agent, change the status, prioritize tickets, or add labels.

To create a rule, select Rules in the Settings Menu under Ticketing.

Then click Add Rule. Fill in the name and description.

Next, select a type of rules matching and add the conditions you'd like the rule to meet.

Please keep in mind the order of rules are important. The first matching rule in top down order will be processed for a ticket and then the rules matcher will stop. This is important if you have multiple conditions. It determines whether "all" conditions must be met before a ticket goes into the folder, or if the ticket will go into the folder even if it only matches "one" of the conditions.

Once you've added the conditions, then select the actions (what you want to happen) you'd like to be applied.

If you ever need to edit a rule, click on the rule and make any changes you need to. If you need to delete a rule, just click the trash can next to it. Also, If you would like to save the a but prevent it from triggering momentarily, you can disable a rule by clicking Disable.

How to Use Labels Expand

Labels are handy little tags that help you organize your tickets into categories (i.e. feature requests, iOS App, feedback, etc).

Labels have the same organizations benefits folders do, but with an added bonus: you can add more than one to a ticket.

Once you add a label to a ticket, it will appear in the ticket details for quick and easy reference.

You can add labels to any ticket. Add existing labels by searching next to the tag icon located in the reply box and select the label. Or add a new label by typing it next to the tag icon and hitting return.

You can also add labels in batch from the tickets list view. Click on the label icon in the top navigation toolbar. Type out the label in the blank text field. Select the label you'd like to add and press update after each label entered.

Once you've added some labels, there's a bunch of practical ways to use them to organize your customer requests.

One way is to add a Rule. Rules help to automate ticket management, and basically eliminate tedious steps for you. You can see more about how rules work in this article.

You can also use Labels to filter tickets into specific Folders. You can also read more about how to do that in our Knowledge Base Article: Creating a Folder Based on a Label

If you haven't created a Rule or a Folder for your labels, don't worry. You can also search for them in our search bar. Just type the label you'd like to reference in the search bar and we'll give you a list of results from the label.

Narrow your search down by selecting to feature only the selected label in the left side-bar

Your search results will only feature the specific label you're searching for:

Setting Visibility Permissions on Folders Expand

If you ever need to keep a folder private in your Groove account, you can set it up so that only certain agents are able to see certain folders in your account.

To do this, go into your folder's settings page and scroll down to the bottom.

In the section "Who can see this?" you can select the agents you want to be able to see this folder.

Deleting your Existing Labels Expand

When your existing labels become obsolete (or perhaps you were a little carried away with label making) you may want to delete some of your labels.

It's easy to delete a label. You can do it in the Labels section of the Settings Menu.

Once you're in Labels, you'll see a complete list of all of the labels you have created. Just click on the trash can at the side of the label you'd like to remove to delete it.

Please note: Once you delete a label, it will disappear from your labels list and all emails still tagged with the label. Make sure you really want to delete the label before throwing it in the trash!

Using Regular Expressions in Rules Expand

You have the option to use regular expressions in your rules when you use the "matches" condition.

You can test your input here: http://rubular.com/ which is based on the same engine we use for our regular expressions.

Creating a Folder from a Mailbox Expand

Depending on some of your organizational needs, you might find the need to create a Folder based on a Mailbox. While you can't directly create a Folder based on a Mailbox, it's possible to create a Folder based on a Mailbox by using Rules and Labels in tandem with Folders.

To start, head on over to Rules. You can reach Rules in the Settings Menu under Ticketing.

Select +Add Rule in the left sidebar, and name it something you'll easily remember.

Select Mailbox in the condition dropdown menu, and type in the Mailbox you'd like to filter into a Folder.

Next to then, set the action you'd like to trigger as Add Label, and add a label that matches your Mailbox.

Now that you've created a Rule to generate labels for all emails coming into Groove for that Mailbox, move on over to Folders in the Settings Menu under Ticketing.

+Add Folder in the left sidebar, and name your Folder to match your freshly created label. In the dropdown menu under Include, select Labels. Type Label is whatever your Mailbox/New Label/New Folder is, and you'll now have a folder based on the Mailbox.

Creating a Folder based on a Mailbox is especially handy if you have your inbox set-up as a single inbox view, but still would like to keep one Mailbox separate. Like the Mailbox, you can set the Folder's privacy settings however you'd like.

Creating a Folder for a Group Expand

Now that you have created a group, you probably want to see the tickets that get assigned to that group.

To create a folder for a group, go into your Settings > Folders and click the +Add Folder button in the left sidebar.

On the folder settings page, set up your conditions so that it shows the tickets you want to see in this folder. Our recommendation would be something like:

Assigned group is __________
Status less than or equal Opened

Matching All of these conditions will show you all of the open/unread tickets that are currently assigned to that group.