Tickets
Create a ticket
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
Handle incoming tickets
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
Assign tickets manually
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
Other ticket management features
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
Snooze tickets
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
Merge tickets
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
Assign priority to tickets in Gorgias
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
Manage automatic ticket assignment in Gorgias
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
Take action on tickets in bulk
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
Export tickets from Gorgias
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
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
Keyboard shortcuts
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.
Tickets auto-merge
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
Review customer history in Gorgias
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
Translate tickets in Gorgias (Beta)
If your customers communicate with your brand in multiple languages, Gorgias can automatically translate inbound and outbound ticket replies into your preferred language. You can specify other languages you understand to prevent tickets in these lang
Handle Gorgias Voice tickets
The Gorgias Voice add-on allows you to make calls and track conversations with your customers as tickets in your helpdesk. Admins can configure Voice integrations to route calls to specific teams of agents, and when a customer calls, it will ring in
Forward calls into or out of Gorgias
Using call forwarding, you can answer calls made to your Gorgias phone number on a physical device, or direct calls made to external numbers into Gorgias. Forwarded calls will create tickets in your helpdesk, so you can keep track of all interactions
Listen in on active Gorgias Voice calls
With the Gorgias Voice add-on, calls with your customers are managed as tickets in your helpdesk. Admins and Leads can join ongoing calls to listen in on the conversation without alerting participants — whether it's to monitor call quality, or to sup
Match Customer by Shopify Default Address Phone Number
Customer matching with Shopify enhances customer identification by checking multiple locations within a Shopify customer’s profile, including the default shipping address, for a phone number match. If a matching phone number is found in the default s
Voice FAQ
You can also run a Twilio test to check if your connection is stable enough. By default, you can call and forward calls to numbers from the countries listed in our Voice and SMS coverage regions article. If you need to make outbound calls to addition
Voice Troubleshooting
Please refresh your browser to reset the connection. 1. From your Gorgias account, click the button next to the page URL. 2. Click on Site settings.3. Check if your microphone permissions have been allowed and, if not, set them to Allow. Please resta
