How to create a ticket?

Updated 1 month ago by Nikola

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 is a customer's request raised to seek help in resolving issues on services, products, quotes etc. The ticket could be raised by any support channel (email, chat, social media, SMS, etc) or opened by the agent on behalf of the customer.

If you need to reach out directly to your customers, you can email them directly from Gorgias by creating a ticket from scratch.

How to create a ticket?

To create a ticket, please follow steps bellow:

  1. Click on create ticket at the top right
  1. Create  ticket subject
  1. Enter email address(s) of recipient
  1. Select the email address you want to send your email from.
  1. Type your message or apply a macro
  1. Click on send.
Well done! 
Your customer will receive an email from you as if you had sent it from your inbox.
Please note that if you delete a ticket it will be moved to the trash view and will remain there even if the customer responds. If you permanently delete the ticket from the trash view and the customer responds it will create a new ticket that will not contain the previous conversation thread.

Exiting a ticket without sending a reply

If you exit a ticket accidentally or close it out before sending your reply, no need to worry! Your message will be saved once you access the ticket again. Note that this data is stored internally, on your browser, so if you do not clear your browsing data - the message will be visible and ready for sending by reopening the ticket.

Keep in mind that this is not the case if creating a brand new ticket, as the message won't be saved in that situation.


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