How to handle incoming tickets

Updated 4 months 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 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 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. There is currently no way to prevent this or delete/omit certain messages when forwarding/replying. Due to this, it would be best to either add the recipient of your forwarded email as a user in Gorgias and converse through internal notes, or reference the ticket in a new one, where your customer is not added.

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