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Other ticket management featuresUpdated 15 days ago

Click the   three dots icon in the ticket header to find the following options:

  • Merge ticket
  • Mark as unread
  • Show all events
  • Print ticket
  • Mark as spam
  • Move to trash

Merge ticket

You can merge tickets about the same issue from the same customer to keep the conversation flow easier.

Check out our article on merging tickets here.

Mark as read/unread

This feature works similarly to the option in your email inbox — it helps you keep track of the tickets that you've read versus tickets that you're not yet ready to take on.

For example, if you accidentally opened a ticket, but want to go back to it to handle it later, you can mark it as unread.

The read and unread status only applies to your inbox. If you read a ticket, or mark it as unread, it will not affect how other agents see the ticket in their inboxes.

Show all events

You can see a list of events to understand what actions were taken on a ticket and when they occurred (for example, when a ticket was opened or closed, whether it's been merged with another ticket, whether it triggered a rule, etc).

When you click Show all events on a ticket, you'll see a chronological record of the following types of events:

  • Status changes
  • Assignment changes
  • Ticket and customer detail changes
  • Tags updated
  • Rule & automation executions
  • SLA policy assignments
  • Merging events
  • Satisfaction survey updates
  • Voice events
  • Message events
Note: Only the last 12 months of ticket events are saved in the ticket. Gorgias does not keep record of events older than 12 months to comply with standard data retention policies.

Clicking on this option will redirect you to a new page in a new tab where you can print the ticket in question.

The ad-blocker or your browser might block the new tab - to use this functionality, please allow pop-ups from gorgias.com on Chrome or your Safari browser.

Mark as spam

This will move the ticket in question to the Spam view in Gorgias. If the customer replies to a ticket that's been marked as spam, you won't be notified about their new messages and the ticket won't reopen.

Marking a ticket as spam doesn't prevent a customer from contacting you. New tickets created by customers who were previously marked as spam will appear as normal in your helpdesk.

Manually adding a spam tag to your ticket won't mark it as spam.

Move to trash

If you delete a ticket it'll be moved to the Trash View and will remain there for 30 days before being permanently deleted. Customer replies won't reopen the ticket in your helpdesk.

If a customer replies after a ticket has been permanently deleted, a new ticket will be opened in your helpdesk.

Please note that we don't advise deleting tickets unless necessary.
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