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Rule Glossary: TicketUpdated 3 months ago

Ticket Assignee User

Ticket assignee user lets you filter out the current status of the assignment within the ticket. 

The is and is not options let you choose a user from your Gorgias account and apply the Rule, or prevent it from applying if it is assigned to that user. 

The other option is to see if the ticket has someone assigned to it at all and you can do that with is empty or is not empty which will represent that there are no agents or there is an agent currently assigned to the ticket.

Ticket Assignee Team

The option assignee team checks if a ticket is assigned to a specific team. 

A ticket can simultaneously be assigned to both a user and a team, but it can never be assigned to two different users or two different teams.

Ticket Assignee User Email

The Rule is triggered based on the email address of the person assigned to the ticket.

Ticket Channel

Ticket channel detects the channel the first message in the ticket was sent from. You can either select that the channel is or is not, after which you're prompted with a list of your channels. 

We recommend using IF message channel or, to be even more specific, IF message integration. The ticket channel never changes, unless the tickets get merged. In that case, the oldest message will be the channel reference.

Ticket Created Date

Ticket created date refers to the first message in the ticket, when it was created.

Ticket From Agent

This portion of the Rule is tracking if the ticket was initially created by a Gorgias user. 

Ticket Language

Gorgias has a feature that recognizes the language of the first message in the ticket - you'll have one of fifty-four options to choose from. You can either choose a language or exclude it by opting for is or is not

This comes in handy when you run a multilingual store so you can either assign the ticket to the agent/team who speaks the language, or reply in the appropriate language. 

The language can't be identified if there's more than one in the ticket or if there's a Contact Form in one language and the message is written in another.

Ticket Last Message Date

Ticket last message date has any last message except an internal note trigger the Rule. 

Options less than and more than don't work with the Ticket Created and New Message In Ticket triggers. When a new message arrives, it's considered the last message, so any relative time frame that's put as a condition will be skipped and the Rule won't trigger.

Ticket Last Received Message Date

This option is the same as the ticket last message date except it targets only messages sent by your customers, not Gorgias users.

Ticket Unsnooze Date

With the ticket unsnooze date you can only target tickets that are in the snoozed or open status. 

The ticket unsnooze date is empty will behave the same as the ticket status is open. The ticket unsnooze date is not empty will only be applied to snoozed tickets which can be useful for tracking snoozed tickets by tagging them even after they've been unsnoozed. 

The option ticket unsnooze date is not empty can be used only with Ticket Updated or Ticket Assigned To User - it can also be used with New Message In Ticket, but it'll make sense only if conditions message agent is true or message public is false are used. Any other combination would open the ticket and the ticket unsnooze date will be empty again.

Ticket Spam

This condition doesn’t work as intended yet because Rules aren't triggered on tickets that come into Gorgias as spam, but our developers are working on correcting this.

Ticket Status

Every ticket in Gorgias has one of 5 statuses: Spam, Deleted, Snoozed, Open, or Closed. Deleted tickets can't trigger a Rule and tickets marked as spam can't currently be targeted as the condition IF ticket spam isn't working as intended. 

When applying ticket status is open, only open tickets are targeted, while is not open targets both snoozed and closed tickets. This condition is very useful for auto-reply Rules as you don’t want replies to be sent to tickets that have been auto-closed by another Rule. 

The important thing to note in this case is to keep the auto-close Rule above the auto-reply Rule and to use the same event in the first line of the Rule - either Ticket Created or New Message In Ticket, or both. 

Ticket Subject

Ticket subject lets you find a specific message created by the customer. Some of the tickets have a predefined subject, especially the ones that you might want to auto-close (for example, OOO or order delivered emails). 

You can also take action on specific tickets, such as Voice tickets (subject starts with "call from"), Yotpo reviews (”Review Below Star Ratings Criteria”), or you might have a form created on your website that sends an email always beginning with the same subject, such as "New customer submission...". 

Ticket Tags

This Rule provides you with the option of looking for specific Tags within a ticket and performing an action depending on those Tags. 

Contains one of gives you the option to look for multiple Tags and, if one of them is on the ticket, the Rule will trigger.

Contains all of searches for a group of Tags - if you have a ticket that has a returned item and a negative impact, you might want a Rule that'll reply to the customer with a specific message. 

You can tag those tickets with Return and Complaint and your Rule will be active only if the ticket contains all of those Tags. However, if a customer just has a return, without a complaint, you'll only have one Tag, and the Rule won't trigger.

Does not contain all of gives you the option for the Rule to trigger only if one of the Tags is missing from the ticket - you'll be entering multiple Tags, but if the ticket contains all of them, it won't trigger.

Is empty and is not empty give you the option of triggering a Rule only if the Tags are added or not applied on a ticket. It won't look at what the tag actually is, it'll just check if there is a Tag at all and, depending on the options, trigger or not trigger.

Ticket Via

This refers to the platform that's being used to send a message (like Email or Chat) but only looks at the first message in a ticket.

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