Labels help you group, sort and filter feedback and cases. They may be used however you wish. They won't affect how the software behaves, except that they can be used in conjunction with the 'cost' field on Cases to report on all the costs associated with a given label.
Labels are only visible internally in the app - customers never see the labels that you add to feedback and cases.
Labels are the key to Voice of Customer, root cause analysis and customer experience improvements. By adding labels to feedback and cases you can work out the best way to improve customer satisfaction and streamline your business processes.
Add a label to Feedback