Tickets

8 articles

How to merge tickets?

Ever had a customer open up two tickets about the same issue? You can now merge those into a single ticket and make your life easier :). Go in one of the tickets you want to merge. On the top-right c…

Updated 7 months ago by Martin

How to create a ticket?

This video will walk you through managing and creating tickets in your help desk:. Familiarize yourself with the help desk's features with these tutorial videos ! What does "ticket" mean?. A ticket i…

Updated 7 months ago by Nikola

How to assign a ticket to someone else?

Check out how to get around tickets and assign them to the right agent in this video:. Watch our other tutorial videos to automatically assign and obtain statistics on agent activity! Sometimes you w…

Updated 7 months ago by Nikola

How to manually set the customer of a ticket?

Sometimes customers are reaching out to your support anonymously (they are in private mode or they are not logged in on your website). In this case you need to manually set the customer of the ticket…

Updated 7 months ago

Internal notes

What are internal notes?. Internal notes are messages on tickets that are only visible to your team. You can use them to collaborate on a ticket and on a ticket, internal notes have a yellow backgrou…

Updated 5 months ago by Romain Lapeyre

Snoozing pending tickets

What does "snoozed" ticket mean?. Besides open and closed, tickets can be snoozed as well.This feature is used when you are expecting a response from any other subject, department etc. and that preve…

Updated 1 month ago by Nikola

Auto-assign tickets

Using rules and teams, you can auto-assign tickets to available users. In the following example, we auto-assign chat tickets to available users of one of our teams. When the "auto-assign tickets" set…

Updated 2 months ago by Samy Laumonier

How to handle incoming tickets

Every customer interaction is important, therefore every interaction is resulting with a new ticket on your Gorgias Helpdesk. If a customer writes an email, or contact you via chat, or comments on on…

Updated 5 days ago by Marija

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