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Create a ticketUpdated 4 months ago

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, etc) or created from scratch by an agent on behalf of the customer.


To create a ticket from scratch, please follow the steps below:

1. Click on Create Ticket in the top-right corner of your dashboard.

2. Set the ticket subject.

3. Enter the email address(s) of the recipient.

4. Select the email address you want to send your email from.

5. Type your message or apply a Macro.

6. Click on Send or Send & Close if you wish to close the ticket right after your message has been sent.

When you create a new email ticket, Gorgias will automatically select the last Email integration you used to place it into the To: field. In an existing ticket, Gorgias will always default to the last integration used, inbound or outbound.

Ticket Draft

If you exit a ticket accidentally or close it out before sending your reply, your message will be saved and you can see it when you open the ticket again.  

When you want to continue your Draft, simply click on the Create Ticket button in the top right, and you'll be able to choose whether you wish to continue your draft, or create a brand new ticket.

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