Rules - getting started

Updated 6 hours ago by Romain Lapeyre

How to create your rules

Check out the video below to creating your first rules:

Also, here are the examples for more complex use cases:

Have a look at our tutorial videos to discover or refresh your mind on the help desk's features!

Common use cases

If you want to automate repetitive tasks, such as tagging tickets or responding to common questions, you're in the right place! 

Rules allow you to perform actions on tickets when something happens in Gorgias. Below are some common use cases. 

1. Setting up automatic tagging

Say you get a lot of shipping tickets, and you want to classify them using a tag. Let's build a rule for that.

  1. In Settings, go to Rules and click Create new rule
  2. Select WHEN Ticket created as a trigger
  3. Click on THEN, and select an IF statement
  4. Select message -> intents -> name -> contains all of -> shipping/status
  5. Click on following THEN, select Add tag as an action, and type "shipping"
  6. Click Save, and Activate

Well done! Now, each time you receive a customer message asking about an update on a delivery, that ticket will be automatically tagged!. As a next step, you can create a view that only contains shipping tickets.

You can add OR conditions to look for other words. Just click on the IF blue button to add another condition. 
2. Automatically closing tickets

If you're getting email notifications with a given subject that you want to close, you can create a rule to close them automatically.

  1. In Settings, go to Rules and click Create new rule
  2. Select WHEN Ticket created as a trigger
  3. Click on THEN, and select an IF statement
  4. Select ticket -> customer -> email -> contains one of -> and type the email addresses that send the email notifications you want to close. 
  5. Click on THEN, and select a Action
  6. Select set status, and "closed"
  7. Click Save, and Activate

Now, all emails that have this subject will be automatically closed. 

3. Date formats in rules 

It is very simple to trigger a rule according to a particular date using the following date format: weeks (w), days (d), hours (h), minutes (m) and seconds (s). 

This applies to the following date conditions in your rules:


  • Closed datetime 
  • Created datetime 
  • Last message datetime 
  • Last received message datetime 
  • Opened datetime 
  • Updated datetime

Message: Created datetime

Example: Ticket closed datetime is less than or equal to 3d 2h 20m
4. Case sensitivity in rules

Keywords in rules are not case-sensitive anymore. If the Caps lock option is turned on by mistake, letters will get automatically minimised.

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