So long as it makes sense to you, that’s what’s important!
How we use them:
Moderator Labels are status updates.
Moderator tags are things that will live beyond a single use, won’t be removed, and allow us to capture data sets moving forward. Just because something is solved now doesn’t mean it was always an easy question. It allows us to see what kinds of things people are talking about while using internal language.
My team uses tags as temporary identifiers, and labels as a categorization of a post. For example, if a user is reporting a bug within our software or requesting a new feature, those are listed as a moderator label. Only one label may be used at a time, so we find that it’s easiest to use them for these over-arching subject types.
For moderation tags, this is what we use for to-dos within our team. When a post needs to be reviewed by the technical team, I add a moderation tag which is captured in a daily API script within a notification to the whole customer success organization. The tag is removed when the post has been handled.
But like @joe.huber said - you need to use it however works best for your team! One thing I discovered which might help you decide: moderator tags can be pulled using the API and the UI’s export function. Moderator labels, on the other hand, are a little more challenging to export. I don’t see a really convenient way to do so besides using the back end to filter based on the label.
One thing I discovered which might help you decide: moderator tags can be pulled using the API and the UI’s export function.
Where is this export function for Moderator tags?
