When a reply to a customer is not made by an agent through Gorgias, the sender of the message in Gorgias will be Gorgias Bot.This happens in two cases:When a reply is made via a RuleWhen a rule that sends an automatic reply to a customer is triggered

When a reply to a customer isn&apos;t made by an agent through the helpdesk, the sender of the message will be shown as Gorgias Bot.<hr><h2 id="when-a-reply-is-made-via-a-rule"> When a reply is made via a Rule</h2><div id="isPasted"><div class="note-callout">Note: when an automatic reply is sent via a Rule, it counts as <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385#billable-helpdesk-tickets" target="_blank" rel="noopener noreferrer">a billable ticket</a></div></div> When a Rule that sends an automatic reply to a customer is triggered, that reply will show as sent by Gorgias Bot in your ticket - along with the explanation that it&apos;s sent via a Rule.&#xA0;Its name will be included and, by clicking on it, you&apos;ll be redirected to that Rule&apos;s page.<img src="https://attachments.gorgias.help/k5/hc/mz0e/b58508ff-ce26-43c0-80db-c5c0b5f9a032-9512c723-2c70-4881-ae74-4f4ff59ad09b.png" style="width: 527px;" class="fr-fic fr-dib"><img src="https://attachments.gorgias.help/k5/hc/mz0e/db8a3cf3-371e-45c5-ace7-f3e6aa5434f5-88728b22-c032-4261-8447-7070b90b3022.png" style="width: 527px;" class="fr-fic fr-dib"> If you&apos;d like to turn the Rule off, you can scroll down to the bottom of the page and set the Enable rule slider to the OFF position, then click Update Rule. <img src="https://attachments.gorgias.help/k5/hc/mz0e/115dfcfa-3dcc-4426-9f41-66ffd269b2ba-ed1edbf3-4b6d-4759-bef2-19a34c0f9cc8.png" style="width: 431px;" class="fr-fic fr-dib"><hr><h2 id="when-a-reply-is-made-through-a-3rd-party-application-facebook-gmail-etc"> When a reply is made through a 3rd-party application (Facebook, Gmail, etc.)</h2>If you&apos;re replying to a customer directly from the application they messaged you on - for example, Facebook Messenger - your reply will show in the ticket as sent by Gorgias Bot.<img src="https://attachments.gorgias.help/k5/hc/mz0e/3c648b8b-3ea0-40e3-9405-87c42fcf87c7-85a6b1c8-0c5b-4071-a03d-dbf0b3b10e3a.png" style="width: 398px;" class="fr-fic fr-dib">The shopper will still see the message as sent by the correct support account - Gorgias Bot won&apos;t show as a sender to the end user. <img src="https://hsfiles.gorgias.help/help-centers/2648/eQ5bRgGfSN/articles/hku6x5uq1k/1585920773390/zf-66-x-8-tn-yw.png" data-hd-height="600" data-hd-width="600" class="fr-fic fr-dib">

Gorgias Bot

There are two ways you can search in Gorgias: using the ticket search and the customer search.Anyone can use the search function, regardless of their role, and access all tickets within the search results. This is especially important with multibrand

There are two ways you can search in Gorgias - the ticket search and the customer search - and both are present in different tabs of the Search section in the left sidebar.<img src="https://attachments.gorgias.help/k5/hc/mz0e/ba41e634-a20f-4a3b-971f-964e4ae49b91-c33b7fff-49e5-40d6-a46f-e37ab12ebd5e.png" style="width: 692px;" class="fr-fic fr-dib">When you click on the Search option in the left sidebar, you will first see your recent searches,&#xA0;so you can quickly come back to a ticket or customer details page you viewed recently.<div class="note-callout">Search by customer integration data (like Order ID) only applies to Shopify and Magento for now.</div><p id="isPasted" style="margin: 1.3rem 0px 0px; color: rgb(65, 65, 65); font-family: system-ui, -apple-system, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, &quot;Noto Sans&quot;, &quot;Liberation Sans&quot;, sans-serif, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;, &quot;Noto Color Emoji&quot;; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If you didn&apos;t find what you were looking for, you can enter the new query. Results can also be filtered by using the Advanced Search from the bottom of the Search window.<p style="margin: 1.3rem 0px 0px; color: rgb(65, 65, 65); font-family: system-ui, -apple-system, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, &quot;Noto Sans&quot;, &quot;Liberation Sans&quot;, sans-serif, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;, &quot;Noto Color Emoji&quot;; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Results will first appear in the same tab for both tickets and customers. From there you can choose which section you would like to further explore.You can also navigate the results with your keyboard:<ul><li style="font-family: Inter; font-size: 16px;">&#x2191;&#x2193; - go up or down through the results.</li><li style="font-family: Inter; font-size: 16px;">&#x23CE; - Enter/return to open the result in the current tab.</li><li style="font-family: Inter; font-size: 16px;">Ctrl/CMD + &#x23CE; - Ctrl (Windows)/Cmd (MacOS) button + the Enter/return button to open the result in a new tab.</li></ul><hr><h2 id="ticket-search"> Ticket search</h2>The search ranks tickets based on their relevance: if we detect that you&apos;ve entered a full email address, we look into the subject of the ticket, message contents, and To and From fields&#xA0;of messages for the exact email address - recently created tickets receive a relevance boost.Parts of messages, titles, and other metadata that matched the search query will be highlighted.&#xA0; If the keyword(s) typed in the search bar are found in multiple fields of a given ticket (ex: in the subject and the text of the messages), this ticket&#x2019;s relevance will be higher as some fields have a higher influence on the relevance of the ticket, like the subject of the ticket.<div class="note-callout">The search function can&apos;t read the right-side ticket sidebar.</div><hr><h2 id="customer-search"> Customer search</h2>In addition to being part of the Search tab, the customer search is available on each ticket as well - in the right sidebar, above the ticket&apos;s current customer. We&apos;re searching across multiple fields and different channels for a customer: name, surname, email, phone number, etc.The results are sorted by relevancy - if the search finds the input in multiple attributes of the customer, the relevancy of that customer increases. Data that matched the query will be highlighted.

Search

Two-factor authentication (2FA) is a security measure that requires a password, plus a secondary credential (usually a code from your mobile phone) to successfully verify a user’s identity. You can turn on 2FA for your Gorgias account for an addition

Two-factor authentication (2FA) is a security measure that requires a password, plus a secondary credential (usually a code from your mobile phone) to successfully verify a user&#x2019;s identity. You can turn on 2FA for your Gorgias account for an additional layer of security.<hr><h3 id="requirements">Requirements</h3><ul><li>All users who sign in with an email address and password can add 2FA to their account</li><li>Available on <a href="https://docs.gorgias.com/en-US/user-permissions-196938">all Helpdesk plans</a></li></ul><div class="note-callout">Note: If you sign into Gorgias with Single Sign-ON (SSO), 2FA should be configured on your SSO account.</div><hr> <h2 id="what-to-expect">What to expect</h2><ul><li>You&#x2019;ll need access to an authenticator app to sign in to Gorgias</li><li>When 2FA is enabled, you&#x2019;ll enter a verification code and password each time you sign in.</li><li>Setting up 2FA is optional, unless your Gorgias Admin <a href="https://docs.gorgias.com/en-US/manage-account-access-in-gorgias-214445#require-mandatory-2fa">requires mandatory 2FA</a> for all users.</li></ul> <h2 id="enable-2fa">Enable 2FA</h2><h3 id="step-1-download-an-authenticator-app">Step 1: Download an authenticator app</h3>To use 2FA with Gorgias, you&#x2019;ll need to download and install an authenticator app on your mobile device. There are many options available for you to choose from, but we&#x2019;ve listed a few below to get you started:<ul><li>iPhone: <a href="https://itunes.apple.com/us/app/google-authenticator/id388497605?mt=8">Google Authenticator</a>, <a href="http://guide.duosecurity.com/">Duo Mobile</a>, <a href="https://guides.agilebits.com/1password-ios/5/en/topic/setting-up-one-time-passwords">1Password</a>, <a href="https://itunes.apple.com/us/app/authy/id494168017?mt=8">Authy</a>, <a href="https://app.adjust.com/h66ftb_42hbak?campaign=appstore_ios&amp;fallback=https://itunes.apple.com/app/microsoft-authenticator/id983156458">Microsoft Authenticator</a></li><li>Android: <a href="https://play.google.com/store/apps/details?id=com.google.android.apps.authenticator2&amp;hl=en">Google Authenticator</a>, <a href="http://guide.duosecurity.com/">Duo Mobile</a>, <a href="https://support.1password.com/getting-started-android/">1Password</a>, <a href="https://play.google.com/store/apps/details?id=com.authy.authy&amp;hl=en">Authy</a>, <a href="https://app.adjust.com/h66ftb_42hbak?campaign=appstore_android&amp;fallback=https://play.google.com/store/apps/details?id=com.azure.authenticator&amp;hl=den">Microsoft Authenticator</a></li></ul><div class="note-callout">Tip: Check with your company&#x2019;s IT team before installing an authenticator app. They might have a preference on the app you use.</div> <h3 id="step-2-set-up-2fa">Step 2: Set up 2FA</h3>Once 2FA is enabled, you will be prompted to enter a 6-digit code from the authenticator app (or a recovery code) every time you sign in to Gorgias.<ol><li>From your helpdesk, click the Settings icon in the bottom-left corner.</li><li>In the menu, locate Profile, then select Password &amp; 2FA.</li><li>Under Two-Factor Authentication (2FA), click Enable 2FA.</li><li>Follow the on-screen prompts to set up your authenticator app. Be sure to save your recovery codes!</li></ol>When 2FA isn&#x2019;t enabled, Gorgias will send a verification link any time you sign in from an unknown location, or from an IP address that hasn&apos;t been used within the last 30 days. You&#x2019;ll need access to the email inbox associated with the email address you&#x2019;re signing in with in order to click the verification link and complete the sign in process. <h2 id="disable-2fa">Disable 2FA</h2>You can disable 2FA on your account as long as your Gorgias Admin hasn&#x2019;t made it mandatory for all users.<ol><li>From your helpdesk, click the Settings icon in the bottom-left corner.</li><li>In the menu, locate Profile, then select Password &amp; 2FA.</li><li>Under Two-Factor Authentication (2FA), click Disable 2FA.</li><li>Enter your password and a verification code.</li><li>Click&#xA0;Disable 2FA. </li></ol><h2 id="troubleshoot-2fa-lockout-issues">Troubleshoot 2FA lockout issues</h2>If you lose your phone, or aren&#x2019;t receiving a code from your authenticator app, you can use one of the recovery codes provided when you first set up 2FA on your account.If you don&#x2019;t have access to your recovery codes, provide the instructions below to your Gorgias Admin or IT manager:<ol><li>From your helpdesk, click the Settings icon in the bottom-left corner.</li><li>In the menu, locate Account, then select Users.</li><li>Select the impacted user from the list, then click Reset 2FA token.</li><li>Click Reset Token.</li></ol>Once your 2FA has been reset, you can sign in, and <a href="https://docs.gorgias.com/en-US/add-two-factor-authentication-(2fa)-to-your-gorgias-account-2559246#step-2-set-up-2fa">set up 2FA</a> again.

Add two-factor authentication (2FA) to your Gorgias account

You can sign into Gorgias using your email address and password or with SSO. If you’ve enabled two-factor authentication (2FA), you’ll also need a six-digit code from an authenticator app to complete your sign-in. Once you’ve created an account in Go

You can sign into Gorgias using your <a href="https://docs.gorgias.com/en-US/sign-in-to-gorgias-2558571#sign-in-with-email">email address and password</a> or with <a href="https://docs.gorgias.com/en-US/sign-in-to-gorgias-2558571#sign-in-with-sso">SSO</a>. If you&#x2019;ve enabled <a href="https://docs.gorgias.com/en-US/add-two-factor-authentication-(2fa)-to-your-gorgias-account-2559246">two-factor authentication</a> (2FA), you&#x2019;ll also need a six-digit code from an authenticator app to complete your sign-in.<h2 id="sign-in-with-email">Sign in with email</h2>Once you&#x2019;ve <a href="https://docs.gorgias.com/en-US/join-your-team-on-gorgias-214479">created an account in Gorgias</a>, you can sign in with the email address and password for your account.<ol><li>In any web browser, navigate to <a href="https://www.gorgias.com/login">https://www.gorgias.com/login</a>.</li><li>Enter your subdomain (ex: <code>yourcompanysubdomain</code>.gorgias.com), then click Login.</li><li>Enter your email address and password, then click Login.</li></ol><div class="note-callout">Tip:&#xA0;If you&#x2019;re not sure of your Gorgias subdomain, reach out to an Admin for help.</div> <h2 id="sign-in-with-sso">Sign in with SSO</h2>If an Admin enabled Single Sign-On (SSO) for your team, you can use the login details from <a href="https://docs.gorgias.com/en-US/manage-account-access-in-gorgias-214445#enable-or-disable-single-sign-on-sso">Google, Microsoft</a> or a <a href="https://docs.gorgias.com/en-US/set-up-custom-sso-for-gorgias-2553083">custom SSO provider</a> to sign into Gorgias.<ol><li>In any web browser, navigate to <a href="https://www.gorgias.com/login">https://www.gorgias.com/login</a>.</li><li>Enter your subdomain (ex: <code>yourcompanysubdomain</code>.gorgias.com), then click Login.</li><li>Click Continue with Google, Continue with Microsoft, or&#xA0;Continue with [your company&#x2019;s SSO provider].</li><li>Authenticate with your SSO provider to finish signing in. </li></ol><h2 id="troubleshoot-sign-in-issues">Troubleshoot sign in issues</h2>If you&#x2019;re having trouble signing into Gorgias, you can try the following troubleshooting options for common login issues. If you need more help, <a href="mailto:support@gorgias.com">contact us</a> and our Support team will be happy to help.<details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h3 style="display: inline; margin: 0;" id="you-forgot-your-password">You forgot your password</h3></summary>If you forgot your password, we&#x2019;ll send you a password reset link by email. Be sure to check your Spam/Junk folder if you can&#x2019;t find it in your inbox!<ol><li>In any web browser, navigate to <a href="https://www.gorgias.com/login">https://www.gorgias.com/login</a>.</li><li>Enter your subdomain (ex:&#xA0;<code>yourcompanysubdomain</code>.gorgias.com), then click Forgot password?</li><li>Enter your email address, then click Send instructions.</li><li>Click the link in the password reset email to reset your password, then sign in again. </li></ol></details> <details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h3 style="display: inline; margin: 0;" id="theres-an-issue-with-2fa">There&#x2019;s an issue with 2FA</h3></summary>If you lose your phone, or aren&#x2019;t receiving a code from your two-factor authentication (2FA) app, you can use one of the <a href="https://docs.gorgias.com/en-US/add-two-factor-authentication-(2fa)-to-your-gorgias-account-2559246#step-2-set-up-2fa">recovery codes</a> provided when you first set up 2FA on your account.If you don&#x2019;t have access to your recovery codes, provide the instructions below to your Gorgias Admin or IT manager:<ol><li>From your helpdesk, click the Settings icon in the bottom-left corner.</li><li>In the menu, locate Account, then select Users.</li><li>Select the impacted user from the list, then click Reset 2FA token.</li><li>Click Reset Token.</li></ol>Once your 2FA has been reset, you can sign in, and <a href="https://docs.gorgias.com/en-US/add-two-factor-authentication-(2fa)-to-your-gorgias-account-2559246">set up 2FA</a> again.</details> <details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h3 style="display: inline; margin: 0;" id="youre-having-trouble-signing-in-on-mobile">You&#x2019;re having trouble signing in on mobile</h3></summary><ol><li>Sign in to Gorgias on your desktop computer.</li><li>Click the Settings icon in the bottom-left corner.</li><li>In the menu, locate Profile, then select Password &amp; 2FA.</li><li>Change your password, then sign out.</li><li>Sign back in on desktop using your new password, then sign in on the mobile app using the same password.</li></ol></details> <details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h3 style="display: inline; margin: 0;" id="youre-getting-a-too-many-login-attempts-error-on-mobile">You&#x2019;re getting a &#x201C;too many login attempts&#x201D; error on mobile</h3></summary><ol><li>Sign out of Gorgias on desktop, then sign back in.</li><li>Accept the CAPTCHA.</li><li>Sign in on the mobile app again.</li></ol></details>

Sign in to Gorgias

To join your teammates in Gorgias, you’ll need to create an account. You can do this either by using the auto-join page, or by accepting an invitation sent by your Admin. If you aren’t sure which method to use, please reach out to your Gorgias Admin.

To join your teammates in Gorgias, you&#x2019;ll need to create an account. You can do this either by using the <a href="https://docs.gorgias.com/en-US/join-your-team-on-gorgias-214479#join-with-auto-join">auto-join page</a>, or by <a href="https://docs.gorgias.com/en-US/join-your-team-on-gorgias-214479#accept-an-invitation">accepting an invitation</a> sent by your Admin. If you aren&#x2019;t sure which method to use, please reach out to your Gorgias Admin.<div class="note-callout">If you&apos;ve already created an account, learn how to <a href="https://docs.gorgias.com/en-US/sign-in-to-gorgias-2558571">sign in to Gorgias</a>.</div> <h2 id="join-with-auto-join">Join with auto-join</h2>When auto-join is enabled for your Gorgias helpdesk, you can create an account from your team&#x2019;s signup page. Here&#x2019;s how:<ol><li>In any web browser, navigate to https://<code>yourcompanysubdomain</code>.gorgias.com/signup</li><li>Enter your email address and password, or click Continue with SSO.</li><li>Click Finish setup.</li></ol><div class="note-callout">Note: If you aren&#x2019;t able to create an account with auto-join, request an invitation from your Gorgias Admin, then follow the steps <a href="https://docs.gorgias.com/en-US/join-your-team-on-gorgias-214479#join-with-auto-join">below</a>. &#x1F447;</div> <h2 id="accept-an-invitation">Accept an invitation</h2>Your Admin can send you an email invitation to join Gorgias and set up your account. If you&#x2019;re expecting an invitation but haven&#x2019;t received one, reach out to your Gorgias Admin for help.<ol><li>Check your email inbox for an invitation to join Gorgias.&#xA0;Be sure to check your Spam/Junk folder if you can&#x2019;t find it in your inbox!&#xA0;</li><li>Click the link next to Activate my account.</li><li>Enter your name and choose a password.</li><li>Click Finish setup.</li></ol>That&#x2019;s it! Now that you&#x2019;ve created an account, learn more about setting up your <a href="https://docs.gorgias.com/en-US/your-profile-81843">profile, preferences, and settings</a>.

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Everything you need to know about how to use Gorgias on a daily basis.