Rule Glossary
Rule Glossary: WHEN
The first part of every Rule is a WHEN - an event that will define when the Rule will trigger within a ticket. The Rule is only triggered on a newly created ticket - so, once per ticket. The Rule will trigger (providing all other conditions are met)
Rule Glossary: IF, AND, OR, and ELSE
These are high-level conditions that are used to determine the relations between more granular conditions in the broader structure of a Rule. Technically, the Rule can be created with only a trigger and an action, but we use the IF statement to deter
Rule Glossary: Message
This is the part of the Rule that will be looking for a specific message within the ticket. Contains all of searches for multiple words within a ticket - if we input the word "test" and the word "example", we can later send a message saying "This is
Rule Glossary: Ticket
Ticket assignee user lets you filter out the current status of the assignment within the ticket. The is and is not options let you choose a user from your Gorgias account and apply the Rule, or prevent it from applying if it is assigned to that user.
Rule Glossary: Customer and Self Service
The Rule will trigger based on the specified email value. The Rule will trigger based on the specified Customer Field(s). This condition has been temporarily decommissioned while our developers work to improve it. This condition has been temporarily
Rule Glossary: E-commerce
This part of the Rule will only be looking at when an order was created - this condition can help you target Shopify customers who made their order more than 5 days ago (that have still not been fulfilled). Financial status gives you the option of tr
Rule Glossary: Actions
Actions are the final step of each Rule, the reason why the Rule was created in the first place - it determines what'll happen when conditions are met. This option can be used to send an email to a specific email address by typing it out or by using
