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Auto-Tag common Rule templatesUpdated 3 months ago

These Rules will automatically tag tickets.

General

Primary Categories

Use case: Automatically tag tickets based on their topic.

Example:


VIP customers

Use case: Automatically tag tickets based on their topic.

This Rule uses Shopify data to determine if a customer meets your VIP criteria. This is automatically set to $1000+ total spend or 3 orders, but it can be customized further.

Example:


Social sentiments

Use case: Automatically tag tickets based on the customer's sentiment.

Example:


Return/Exchange Scenarios

Use case: Automatically tag tickets that relate to exchanges or returns.

Example:


Discount/Promo Request

Use case: Automatically tags tickets that relate to discount requests.

Example:


Business hours

Use case: Automatically tags tickets depending on when they were created - during or outside of business hours.

Example


Mention in an internal note

Use case: Automatically tag tickets with an agent's name if they're mentioned in an internal note. 

You'll need to customize this Rule, adding a new condition/action for each agent by adding IF conditions after the message public is false condition.


Example:


Feedback

Use case: Automatically tags tickets from customers giving feedback with a different tag depending on whether the feedback is positive or negative.

Example:


Social Media

Question

Use case: Automatically tag questions that come through social media channels.

Example


Negative

Use case: Automatically tag tickets that come through social media channels that are negative.

Example:


Positive

Use case: Automatically tag tickets that come through social media channels that are positive.

Example:


Neutral

Use case: Automatically tag tickets that come through social media channels that aren't positive, negative, or questions.

Example:


Leads

Use case: Automatically tag tickets that may be sales leads coming through social media.

Example:


Shopify

Shopping Scenarios

Use case: Automatically tags tickets that relate to shipping, with a different tag depending on the order status in Shopify. 

Example:


Potential Customers

Use case: Automatically tag tickets that are product questions from customers who haven't made an order yet.

Example:


Recharge

Subscription Cancel/Change

Use case: Automatically tags tickets that relate to canceling or changing a Recharge subscription.

Example:


Automate

Order Management

Use case: Automatically tags tickets generated through Order Management in Automate.

As Order Management options are customizable, these will be unique to each Gorgias account - tailor the conditions to match your available Order Management options.

Example

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