Handle Tickets

8 articles

Creating and managing tickets

Creating and managing tickets is a vital part of Gorgias and is what helps you handle your customers' queries. The video below will walk you through some of the basics when it comes to creating and m…

Updated 3 weeks 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

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

Other ticket management features

Now that you know how to create and reply to tickets , here are some other helpdesk features that will help you improve your daily ticket handling workflow. How it works. Within any Gorgias ticket, y…

Updated 1 month ago by Nikola

Internal notes

Internal notes are messages on tickets that are only visible to your team and not to the customer. You can use them to collaborate on a ticket and on a ticket. Internal notes are easily spotted in ti…

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

Bulk actions

Bulk actions give you the ability to update more than one ticket in the same way with just a few clicks. For example, if you want to send the same reply to all of the tickets inside of a view, you ca…

Updated 3 weeks ago by Jean

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 3 weeks ago by Tamara Zaric