Ticket Customer

Updated 3 weeks ago by Amy Elenius

Ticket customer is the person that reached out and opened a support ticket with you, it's the customer reaching out to your team in need of some assistance.

How it works

In Gorgias, whenever one of your customers opens up a ticket with you, our system will automatically match the customer profile to the ticket. This way you will know exactly who you're talking to, and using the details in the sidebar you will also be able to see their order history for example etc.. All we need is their email address.

However, sometimes your customer doesn't provide their email address. In that case, Gorgias doesn't know who exactly is the person reaching out, so no customer is connected to the ticket. Here's how to set up your ticket customer manually.

Setup instructions

Please have a look at the video tutorial below on how to connect the right customer to the ticket that you're working on:

Once you have the customer set up, the menu below their name in the upper right corner of the ticket will show you the customer notes, their email address and Twitter handle (if added), their location and the local time, as well as the last time that they were seen on your chat.

If you set a customer in a chat ticket while you're having a conversation, a new chat ticket will be created and the previous ticket won't pull any new messages. This is why we suggest merging when it's the same customer instead of setting a different profile in the ticket.
We don't recommend setting customers when they're having a chat conversation because it creates new tickets and the conversation is split.
Please just keep in mind that, for now, we define the 'last seen on chat' based on:

- The last recorded customer's action on the chat (sent a message, browsed the self-serve porta etc..)
- The programmatic ping every 2 minutes to see if the tab with the chat window is still open in the customer's browser

If none of these conditions are met, the customer is considered inactive on chat.
Customer merge method

Sometimes Gorgias will notice that you may potentially be talking with the same customer, just using two different accounts. In this case, Gorgias will either automatically suggest that you merge the customers or you can do so manually on your own.

  • When Gorgias automatically suggests the merge:

  1. Click on 'Merge' on the right sidebar.
  2. Select which data you want to keep from each profile. The fields in blue will be kept.
  3. Click on the green button 'Merge users'.
  4. Confirm, and you're all set!

  • When Gorgias does not suggest a merge:

Sometimes Gorgias does not suggest the merge automatically. In this case you can merge the profiles manually. 

  1. When you are in the ticket, in the right search bar, search for the email address of the customer you want to merge with.
  2. Click on their profile.
  3. Click on 'Merge'.
  4. Refer to the video above for additional guidance from there if needed.

Customer notes

Customer notes can be added to all of your Gorgias customers. They are internal and easy to manage. When you open the ticket, this widget is in the upper right corner.

The note field can be edited just by clicking on it and typing your note out. If you click anywhere out of this field, it will be saved.

The rest of the details below the note will tell you the customer's email address, their Twitter handle, their location and the local time on their end, plus the last time they were seen on your chat.

Please just keep in mind that, for now, we define the 'last seen on chat' based on:

- The last recorded customer's action on the chat (sent a message, browsed the self-serve porta etc..)
- The programmatic ping every 2 minutes to see if the tab with the chat window is still open in the customer's browser

If none of these conditions are met, the customer is considered inactive on chat.

With the 'Less info' button you can choose to expand and contract these details in and out of sight.

Shopify Customer notes

The customer notes are synchronized with your Shopify store (if you have one connected to your Gorgias account) and can also be found on the right-hand sidebar in any ticket where the customer has Shopify data. Editing the note in Shopify will synchronize it in Gorgias, and vice versa. Though, you can disable this behavior in your integration’s detail page if you wish to do so.

Please just keep in mind that if two people are editing a single customer's note at the same time in Shopify and Gorgias, the first one to save the data will overwrite the other one's modifications.

If a single Gorgias customer is associated with two or more Shopify customers on two or more Shopify stores, the note will not be synchronized from Shopify. Updating the Gorgias customer note won't update any Shopify note in this case.

FAQs

How can I 'unmerge' customers?

The process of merging customers is actually irreversible. But, there is a workaround! It just requires a bit of manual work. Here are the steps:

  1. Locate the "merged customer" - this customer will be under one name, but have two or more emails and possibly other data.
  2. Determine which data belongs to one customer, which to the other.
  3. Remove all data (name, email, phone, etc) associated with one customer from the customer profile (I recommend saving the info somewhere as you will need it later) and save the customer - it should now contain one name, email, etc only.
  4. Create the other customer with the data you saved.
  5. Go into the edited customer and make sure to manually set the customer on all tickets where the customer is set incorrectly.
We cannot merge two customers in Gorgias if both profiles have separate order history on Shopify.
ex. If the same customer reaches out to you via two different email addresses, and they have order history under both email addresses, even this is indeed same customer, those two profiles cannot be merged. This is because Shopify does not allow merging customers, so we can't associate those two Shopify profiles with the same person without causing issues.


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