Tickets

10 articles

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 1 month ago by Nikola

How to handle incoming tickets

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

Updated 2 weeks ago by Marija

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 :). Note that email tickets can be merged with any other ticket ch…

Updated 1 week ago by Martin

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 2 years ago

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 prev…

Updated 1 week ago by Nikola

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 6 months ago by Romain Lapeyre

Auto-assign tickets

Important : Auto-assignment for teams is only available on Advanced and higher plans. Auto-assignment for individual users is still available for all plans. Using rules and teams, you can auto-assign…

Updated 2 weeks ago by Samy Laumonier

Check logs inside a ticket

How to view logs/events inside tickets. If you are not sure how some tickets got closed/reopened and which exact rule got triggered under them, you can check that real quick while inside the ticket!…

Updated 1 week ago by Tina

Undo sent message

When responding to our clients we may send something we would like to revert, that’s why we are introducing the ability to undo sent messages! How does it work?. When sending an email, you will be ab…

Updated 5 months ago by Tina

Powered by HelpDocs (opens in a new tab)