---
title: "Organize mail with folders, labels and flags"
description: "Build your own folders inside a mailbox, apply coloured labels to messages, and use the Flagged view to gather the mail you mean to come back to."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/email/thu-muc-va-nhan"
---

The left column of **Email** carries three different sorting tools: a folder is
where a message sits, a label is something it carries, a flag is your own mark
on it. This page uses all three.

## Goal [#goal]

A mailbox with folders of your own, important mail wearing a coloured label,
and everything you mean to return to gathered into one view.

## Before you begin [#before-you-begin]

* A mailbox connected under **Email** — see [Connect an IMAP/SMTP mailbox](/en/kenh/ket-noi-email).
* Folders and labels are created on the mail server itself, not only inside the console.
* They therefore appear in any other mail app open on that mailbox, and deleting one removes it in both places.
* Each mailbox has its own folder tree and its own labels; switching mailboxes changes both.

## Steps [#steps]

1. Open **Email**. The **Folders** tree keeps a fixed order: **Inbox**,
   **Flagged**, **Drafts**, **Sent**, **Archive**, **Trash**, **Spam**,
   **All mail**.
2. Press **Folder options** beside the word **Folders**, choose **New folder**,
   type a **Folder name** and press Enter. The new folder sits below the fixed
   group.

   ![The left column of the Email section: a New message button, the folder tree with Inbox, Flagged, Drafts and Sent, and the coloured label list underneath](https://helpdesk-docs.svr1.feedapp.click/images/docs/email/thu-muc-va-nhan/02-cay-thu-muc-va-nhan.en.webp)

   *The folder tree and the label list share one column, labels below.*
3. Drag a message out of the middle list and drop it on that folder. The console
   reports **1 message moved**.
4. For several messages, tick the box at the start of each row — the toolbar above
   the list unlocks — then press **Move to** and pick the destination folder.
5. Rename or remove a folder with **Rename folder** and **Delete folder** in the
   same menu. Deleting takes every message inside it, happens on the mail server
   and cannot be undone from here.
6. Go down to **Labels**, press the plus marked **New label**, type a
   **Label name**, pick a colour and press the tick.
7. Select a few messages, press **Labels** on that toolbar and tick the label you
   want. The console reports **Label added to 2 messages** for the rows you chose.
8. Press a label name in the left column to see every message carrying it across
   the mailbox. Press it again to return to **Inbox**.
9. Flag a message with the **Flag** button that appears when you hover a row, then
   open **Flagged** to see everything currently flagged.

## Verify [#verify]

The new folder is in the tree, and opening it shows the messages you dragged
across. A label appears as a coloured dot in the left column with a count beside
it, and as a coloured chip on each row in the list.

Open **Flagged**: it gathers the messages you flagged, including one sitting in
**Sent**. Cross-check in another mail app on the same mailbox — the new folder
and label are there too.

## Troubleshooting [#troubleshooting]

| Symptom                                                          | Cause                                                                        | What to do                                                |
| ---------------------------------------------------------------- | ---------------------------------------------------------------------------- | --------------------------------------------------------- |
| Another mail app has no **Flagged** folder                       | It is a view built from the flag on each message, not a folder on the server | Nothing to do; the messages stay where they were          |
| A label shows up elsewhere as an odd keyword                     | Labels are stored as IMAP keywords                                           | Keep label names short, with no stray spaces              |
| Deleting the label you were viewing sends you to **Inbox**       | The view behind that label no longer exists                                  | Working as designed, not a fault                          |
| **Drafts** and **Sent** offer no mark-read or **Archive** button | Those two folders accept only flagging and deletion                          | Use **Move to** if a message has to go elsewhere          |
| Deleting inside **Trash** asks about **Delete permanently**      | In the bin, deletion removes the message on the mail server                  | Read the dialog; there is no way back                     |
| A folder you created is nowhere to be seen                       | The mail server refused the name, usually over a special character           | Press **Refresh** and create it again with a plainer name |

## Next steps [#next-steps]

* [Add a second mailbox to the Email section](/en/email/them-tai-khoan)
* [Read and send email in the console](/en/email)
* [Connect an IMAP/SMTP mailbox](/en/kenh/ket-noi-email)