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Rule templates

5 articles


Rules 101

Rules allow you to perform actions on tickets when something happens in Gorgias. If you want to automate repetitive tasks, such as tagging tickets or responding to common questions, you're in the right place! How it worksTo get started, here's a help

Rule variables

We know that it can be difficult to start using rules, especially if you don't know how to find some common variables like whether a ticket is opened or closed, how many orders a customer has made, or if an intent has been detected in a message. To m

Rule conditions

Some information regarding rule conditions:. 1) The "Contains one of" condition is handling the keywords you entered as if there is an "OR" between them. To trigger the rule, at least one keyword needs to be present. 2) The "Contains all of" conditio

Rule actions

Actions are the event that is performed if a rule is executed. There is a long list of possible actions including:. An action which we have recently added is the ability to remove tags using rules as per the instructions below:. This way you can remo

Rules glossary

This doc will come in handy when you're wondering what each specific node in your rules stands for. It will empower you to build complex Gorgias rules on your own!WHENThe first part of every rule is to create a 'WHEN', or in other words, an event tha

Rules FAQs

There can be several reasons why your rule is not performing as expected. Some of the most common ones are listed here.In what order are rules executed?Rules execution order is determined by two things, the "trigger" and the position of the rule in t

Rules - Best practices

In this article, you will find use cases for rules, views, and actions in macros that you can replicate and customize for your business. We will be expanding this article over the coming weeks and months to include use cases that are common amongst s

Rules - Video Tutorials

The following video tutorials can help you set up some of the more common Gorgias rules. Setting up rules for some of your repetitive daily tasks will automate a big portion of your daily workflow!To find more common use cases for Gorgias rules, plea

In-ticket suggestions

You are most likely now noticing some fancy new blue suggestions in your tickets. Now, what is this all about? 🤔We're proud to announce that the system is now recommending your agents to apply or install managed auto-responders if applicable, based

Rules - Common Use Cases

*Tip: For some pre-made rules, if you don't want to go through this manually, feel free to visit our Automate your work with Rules doc where you will find Autoresponders and Rule Templates!. Say you get a lot of shipping tickets, and you want to clas

Help Center Contact Form - Custom Subject Line Rules

Since our new update, you can now customise Help Center Contact Form Subject Lines!. This will allow you to create rules, to auto-tag and auto-assign tickets based on the customised subject lines. In this article, we'll elaborate on how to do that. F

Rules - Autoresponders

Autoresponders are rules that are a feature under the Automation Add-on. They use AI technology to deflect and resolve tickets. These rules need no code, no setup. Install them directly from the aforementioned library and you are good to go!. At the