A ticket is a customer's request raised to seek help in resolving issues concerning services, and products, or to respond to any questions they might have. The ticket could be raised via any of your support channels (Email, Chat, social media, SMS, e
If a customer writes an email, contacts you via Chat, or comments on one of your Facebook posts - as well as reaches out via a bunch of other channels we have available - all those actions will create a ticket in your Gorgias helpdesk. In Gorgias, we
Check out how to get around tickets and assign them to the right agent in the following video:How it worksHere's how to manually modify the assignee user for any ticket.Assign a ticket to an agentSometimes you will need to transfer a ticket to anothe
By clicking on the three dots in the top right of any ticket, you'll find the following options:. You can merge tickets about the same issue from the same customer to keep the conversation flow easier. Check out our article on merging tickets here. T
Besides being set as Open or Closed, tickets can be Snoozed as well. This feature is used when you're expecting a response from your customer, or a different team, or if you need to follow up with your customer, but you don't want those tickets open
You can merge tickets about the same issue from the same customer to keep the conversation flow easier. Below you'll find steps on how to manually merge tickets. If you want to enable auto-merge function, follow the steps listed in this article. 1. G
You can assign a priority to tickets in your helpdesk to help your team resolve customer issues based on their urgency and impact. You can use ticket priority as a condition for creating Rules, as a filter for Views, and as a sorting option for ticke
With these features you can automate ticket assignment for all of the available agents in your Gorgias account.Team auto-assignmentWhen the auto-assign tickets feature setting is enabled:- unassigned tickets for selected channels will not appear in t
You can use bulk actions to take the same action on multiple tickets at once. You can take the following ticket actions in bulk:. You can apply bulk actions on as many tickets as you'd like, however it will take longer to complete bulk actions on hig
If you'd like to analyze your tickets outside of Gorgias, you can export tickets from your helpdesk into a CSV file using a bulk action. When you export your tickets, you'll receive an email with a link to a downloadable CSV file containing your tick
Internal notes in tickets are messages only visible to your team and not to the customer. You can use them to collaborate directly on tickets by simply messaging back and forth or mentioning Users directly. 1. Click on the channel icon and select Int
You can also navigate Gorgias using some keyboard shortcuts - here's where you can find the full shortcuts cheat sheet:. 1. Click on your name in the bottom left corner of your helpdesk. 2. Choose Learn -> Keyboard shortcuts.
The auto-merge function is the best way to prevent customers from creating multiple tickets and to avoid having multiple agents addressing the same issue. This way, you can configure the merge logic to best suit your needs, without having agents do i
Use the Customer Timeline to see an overview of a customer’s interactions with your brand, including ticket history and Shopify order data. From the Customer Timeline, you can review past tickets, generate AI summaries, and quickly catch up on contex
