Create a rule from a templateUpdated a day ago
Rules allow you to automate actions on the tickets in your helpdesk that meet specific conditions. You can create a custom rule for your team's unique processes, or get started with a rule template.
If you just joined Gorgias, you already have two default Rules enabled in the Rules section. From there, you can enable more from the Rule Library or create new ones on your own.
Requirements
- Rules are available on all Helpdesk plans
- Admins and Leads can create rules
Enable and customize a rule template
The rules in the template gallery are designed to automate common support workflows. Once enabled, rules can save your agents time and ensure consistency in your ticket data by completing repeatable actions related to your internal processes, like adding a tag or assigning a ticket's priority. Some rule templates also come with pre-made views that you can set up to monitor which tickets have been affected by your rules.
- From your helpdesk, click the Setings icon in the bottom-left corner.
- In the menu, locate Ticket management, then select Rules.
- Click Create rule, then select a rule template from the gallery.
- Review how it works, then click Install Rule. Check the box next to Create ticket view to create a view for tickets affected by the rule.
- Review the Rule conditions, then edit the Rule name and Rule description if you'd like.
- Click Update Rule.
Once the rule is enabled, you can update, disable, or delete it from the Rules page.
