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Rules FAQsUpdated 3 months ago

There can be several reasons why your rule is not performing as expected. Some of the most common ones are listed here.

  1. In what order are rules executed? 
    Rules execution order is determined by two things, the "trigger" and the position of the rule in the list:
    1. "ticket created" rules are always executed before "new message in ticket" rules, "ticket updated" rules are executed last (see table below).
    2. All rules of a given trigger such as "ticket created" are executed in the order listed in the rule settings page, from top to bottom.

*Note: There is an exception to the order above, when Rule A is stating "when ticket created" and Rule B triggers on "when new message in ticket". In this case, Rule A is prioritized and, hence, will be applied prior to Rule B.

Please refer to this summary table:


Rules execution order

A ticket is created with new message(s)

-> "ticket created" rules are executed in listed order

-> then "new message in ticket" rules are executed in listed order

-> then "ticket updated" rules are executed in listed order

A message arrives in an existing ticket

-> "new message in ticket" rules are executed in listed order

-> then "ticket updated" rules are executed in listed order

A ticket is updated without a new message

(ticket closed, snoozed, subject changed, etc... but not assignments to users)

-> "ticket updated" rules are executed in listed order

A ticket is assigned to a user (a special case of ticket update)

-> "ticket updated" rules are executed in listed order

-> then "ticket assigned" rules are executed in listed order

  1. Auto-reply rule not triggering on certain email tickets.
    If you notice your auto-reply rule is triggering on some email tickets, but not on others, please check if the email address that received your customer's message is a G Suite Groups one. If yes, keep in mind the following - we don’t send auto-replies to cc_recipients if the precedent message has a header hinting at a mailing list. The reason is that there is no simple way to know to which recipient the mailing list refers to. Examples:
    last message: from customer
    to: random email
    cc: mailing list integration
    Auto reply: ->
    from: integration
    to: customer
    last message: from customer
    to: random email, mailing list integration
    Auto reply: ->
    from: integration
    to: customer
    This concerns 0.8% of email messages that can’t be auto-replied to at the moment.
  2. Unable to add a macro with Shopify/ReCharge/webhook action to a rule.
    This is the intended behavior. Macros that have Shopify/Recharge/Webhook actions in them are not usable in rules currently.
  3. Rules with delayed actions
    It is possible to set-up a rule with a delayed action. You can find instructions how to set this up in the Rules - Main Use Cases article.
  4. How often is a single rule triggered?
    We do not send a single auto-reply more than once per 5 min per customer, to avoid spamming customers with the same message over and over again
  5. How to make sure that my rules are triggering only once?
    If you'd like for the auto-reply rule to be triggered only one time inside the ticket, there is a couple of ways you can achieve this.
    First one would be the 'ticket created' trigger. If your rule is setup to trigger only for ticket created, it would definitely trigger just one time under the ticket, once the initial message arrives.
    The second one is in case you'd like for the auto-reply to trigger for existing tickets as well, not just for the initial customer's message, but make sure it triggers for just one customer message. This can also be convenient for building the rules that are triggering outside your business hours. See the example below.
    Finally, if you have the rule set up to trigger for every new message in the ticket, make sure that you have added the message from agent is false condition. So that the rule is not triggering once users are replying to the ticket.
  6. Can I send the auto-replies to Facebook and Instagram comments?
    This is possible. However, as much as this feature seems convenient, we do not recommend setting it up since social media platforms can detect and flag such replies as spam.
    On the other hand, we highly recommend auto-tagging social media comments, especially the comments with negative connotations so that they can be dealt in a timely manner and with the highest priority. Check out the example below and more on this topic in this doc as well.
  7. How can I create a rule that would trigger just for the customers that have Shopify data?
    The condition that would determine which customers have Shopify data (order history) vs the ones that do not is ticket customer data Shopify customer orders count is greater or equal to 1. This way you can filter the rules (order status inquiries) to trigger just for the customer's whos data can be pulled.
    You can check how it would like inside the rule in the screenshot below.
  8. Is there a limit to number of rules we can create?
    For now, the limitation is 70 rules per account. You will have a notification message when approaching the limit, when 65 or more rules have been created. If you have multiple rules with a similar use-case, they can definitely be merged so you can save space. Also deleting inactive rules can help. Please feel free to reach out to our Support Team for assistance at [email protected] or via our live chat.
  9. Our generic 'Notify agents when a ticket is assigned' rule is not working, why?
    The generic notification rule will not work if the ticket is also being assigned to a user via another rule. A workaround would be to merge the rules and to have a single user as an assignee and have their email address in the TO section instead of {{ticket.assignee_user.email}} as that would not work.
    This is not the case if the tickets are assigned manually, as in those cases, rule is working fine!

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