Labels

Stop manually tagging and sorting support tickets. Scitor automatically labels every issue with sentiment, category, spam score, and priority — so your team can filter, prioritize, and automate workflows without lifting a finger.

Label categories

Sentiment labels (Pro plan)

Instantly see how a customer feels without reading the full email. Applied by AI analysis.

Category labels (Pro plan)

Know at a glance what kind of request it is, so the right person can respond.

Spam labels (all plans)

Every inbound email is scored automatically, so spam never clutters your real support queue.

SLA labels (Pro plan)

Stay on top of deadlines. These labels appear automatically when response or resolution targets are at risk. See SLA Tracking for details.

Priority labels (Pro plan)

Route urgent issues first. Used with SLA tracking to set per-ticket response and resolution targets.

Automatic label creation

Scitor creates labels automatically when they’re first needed. If a label already exists in your repository (with a different color or description), Scitor will not overwrite it.

Labels are cached for performance, so the first email in a new repository may take slightly longer to process.

Using labels for workflows

Filter issues by priority

Use GitHub’s built-in filters to find high-priority support requests:

is:issue is:open label:sentiment:negative
is:issue is:open label:category:bug-report
is:issue is:open label:spam:clean label:sentiment:negative

Combine with GitHub Projects

Create a GitHub Project board with columns like:

• Triage — New issues without response
• Urgent — sentiment:negative + category:bug-report
• Feature requests — category:feature-request
• Billing — category:billing

Use GitHub Projects’ built-in automation rules to move issues based on labels.

Automate with GitHub Actions

name: Escalate negative bugs
on:
  issues:
    types: [labeled]

jobs:
  escalate:
    if: |
      contains(github.event.label.name, 'sentiment:negative') &&
      contains(join(github.event.issue.labels.*.name, ','), 'category:bug-report')
    runs-on: ubuntu-latest
    steps:
      - name: Assign to senior team
        uses: actions/github-script@v7
        with:
          script: |
            await github.rest.issues.addAssignees({
              owner: context.repo.owner,
              repo: context.repo.repo,
              issue_number: context.issue.number,
              assignees: ['senior-dev']
            })