Handle Tickets

11 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 6 months 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 1 month 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 month ago by Martin

Assign tickets

Check out how to get around tickets and assign them to the right agent in the following video:. How it works. Here's how to manually modify the assignee user for any ticket. Assign a ticket to an age…

Updated 3 weeks 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 4 months 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 1 month ago by Romain Lapeyre

Auto-assign tickets

With this feature you can automate ticket assignment for all of the available agents in your Gorgias account. A couple of things to note, before we begin: Auto-assignment for teams is only available…

Updated 3 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 5 months 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 10 months ago by Tina

Keyboard shortcuts

You can navigate Gorgias like a pro using some helpful keyboard shortcuts! Did you ever wonder how to scroll through tickets without having to go back to the view? How to undo a sent message on chat…

Updated 1 month ago by Tamara Zaric

Powered by HelpDocs (opens in a new tab)