How to handle incoming tickets

Updated 1 week ago by Marija

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 of your Facebook posts - all those actions will create a ticket in the Gorgias platform so that you can respond to your customers accordingly.

Ticket Status

On Gorgias, we have two ticket statuses: Open and Closed.

The story behind ticket status is that it helps your team keep track of open cases. You can always know how many tickets you currently have opened and how many customers are waiting for your response.

Open Status

  • If a ticket is opened, it means that the last message in that ticket should be from your customer.

Closed Status

  • If a ticket is closed, it means that the last message in that ticket should be from you or one of your agents.

Ticket Workflow

When you initially receive a ticket on Gorgias, it will always have status open, by default.

When an agent responds to a ticket:

  1. The ticket gets automatically assigned to that agent (if it was not assigned to another agent already).
  2. When responding to a ticket, the agent should always use either the "Send" option followed by the Snooze option.

Or "Send&Close" option should be used instead:

Both of those options will actually set status closed to a ticket. Since views are configured to show you only opened tickets, this way you will always know if you have new customer response or a new ticket created.

  1. When your customer writes back to you and that same ticket was previously closed, it will automatically be reopened. The same will happen with snoozed tickets once the set time has passed.

Agents collision detection

When another agent is viewing or editing a ticket, there is always going to be a yellow bar shown at the top, when that ticket is opened. This will help prevent collisions between agents, as all agents will be aware if the ticket that they opened is being worked on.

Forwarding messages

Instead of replying to a ticket in Gorgias, you can also forward the thread:

This allows you to pass over the conversation and potentially loop in colleagues who are not using Gorgias.

IMPORTANT: If you forward the message, have a conversation with the person you forwarded to, then decide to reply back to your customer, all the messages (entire ticket thread) will be visible. But you can definitely delete/adjust the thread that is sent over, check how below.

Editable reply threads for email messages

We are really excited to announce that you can now edit reply threads when forwarding or responding to emails!

To try it out, go to an email ticket and click the “three dots” button in the text editor. This will inject the reply thread into the editor, allowing you to remove any messages you’d like from the reply thread.

There are, however, some limitations to forwarding threads, simply in order to maintain the best performance possible. The limits for thread length are:

<= 15 messages in the thread
<= 150 reply area content lines
<= 1200 reply area content words

(reply area content  = user input + signature + reply thread)

Customer ticket history

With Gorgias, you can also real quick check previous tickets from the same customer in just a couple of clicks! If the customer is reaching out using the same email address, all of the previous threads are accessible from the ticket itself!

  • You'd need to click on the clock icon at the top left corner of the ticket
  • Select a ticket from the list! Tickets from different channels thru which the customer reached out will be shown as well.


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