Gorgias Bot
Main Topic & Features: Gorgias Bot, automatic replies, Rules, 3rd-party applications (Facebook, Gmail), helpdesk. Questions/Problems Answered: Why "Gorgias Bot" appears as the message sender in tickets; When automatic replies are sent via Rules or 3rd-party apps; How to identify the specific Rule triggering a bot message; How to disable an automatic reply Rule; If customers see "Gorgias Bot" as the sender (they don't). Key Concepts & Keywords: Gorgias Bot sender, automatic replies, Rules automation, 3rd-party integrations, billable ticket, enable rule, disable rule, ticket view, agent.
Add two-factor authentication (2FA) to your Gorgias account
Main Topic/Features: Two-factor authentication (2FA), authenticator app, recovery codes. Answers: How to enable, disable, and troubleshoot 2FA for Gorgias accounts. Covers requirements, what to expect, and how to recover from 2FA lockout (e.g., lost phone, reset token). Key Concepts/Keywords: 2FA, multi-factor authentication, security, login, sign-in, account, password, verification code, mandatory 2FA, authenticator app.
Search in Gorgias
Main Topic: Search, Advanced Search Feature Names: Search, Advanced Search, Search results, Keyboard shortcuts Questions/Problems: How to find tickets, calls, and customers? How to narrow down search results using filters? What keyboard shortcuts are available for searching? Key Concepts & Keywords: Magnifying glass icon, Cmd+K, Ctrl+K Recent items, Customers, Tickets, Calls tabs Relevance, Subject, Message contents, Metadata Filters, Attributes, Operators, Values AI Agent feedback, Assignee, CSAT, Channel, Status, Tags
Create filters for Gorgias views and advanced search
Main Topic & Features: Gorgias Views, Advanced Search, Ticket Filters. Questions/Problems: How to create custom ticket filters for views and advanced search. Explains how attributes, operators, and values work together to define ticket search conditions. Key Concepts & Keywords: Filter logic, Attributes (Channel, Integration, Language, Store, Assignee, Customer, Tags, Ticket Field, Priority, Status, Snooze, Time-based filters, AI Agent feedback, Auto QA, CSAT), Operators (is, not, contains, empty, less than, more than), Values. Ticket management, helpdesk search, custom views, ticket organization.
Set your Gorgias status and availability
Main Topic: Agent Status & Availability in Gorgias Feature Names: Presence Status, Availability Status, Activity Status, Call Status, Automatic Ticket Assignment, Gorgias Voice, Custom Statuses Questions/Problems: How to manage agent availability? How do statuses affect ticket/call assignment? What are the different types of statuses? How to set/change status? Key Concepts/Keywords: Online, Offline, Available, Unavailable, Inactive, On a Call, Call Wrap-up, Ticket Routing, Call Routing, Chat Availability, User Permissions, Admin, Lead, Helpdesk Plans
Create a ticket
Main Topic & Features: Create Ticket (from scratch), Ticket Draft. Answers: How to manually create a new customer support ticket. Steps for setting ticket subject, recipient, sender email, and sending messages/Macros. Explains how unsent messages are saved as drafts and how to resume a draft. Key Concepts & Keywords: ticket creation, agent-initiated, new ticket, email, chat, social media, SMS, subject, recipient, sender, message, Macro, send, send & close, email integration, ticket draft, resume draft.
Manage Gorgias notifications
Main topic & features: Gorgias browser notifications, notification sounds, volume control, Chrome, Edge, Safari, real-time messaging, ticket assignment. Questions/problems answered: How to enable/disable/configure Gorgias browser notifications; Adjust sound/volume; Troubleshoot common notification issues (no sound, all chats); Understand notification triggers (new messages, assigned tickets) and auto-assignment impact. Key concepts & keywords: Gorgias notifications, browser alerts, notification settings, sounds, volume, enable, disable, Chrome, Edge, Safari, macOS, ticket assignment, auto-assignment, real-time chat, new message, assigned ticket.
Handle tickets in Gorgias
Main topic & feature names: Gorgias ticket workflow management. Features: Tickets, Ticket View, Assignee, Tags, Fields, Customer History, Message Composer, Channel Selector, Macros, Internal Notes, Ticket Status (Open, Closed, Snoozed), Keyboard Shortcuts. Questions/problems this article answers: How to handle, read, reply, organize, & resolve customer support tickets. How to use macros, internal notes, & manage ticket lifecycle (close, snooze, reopen) for efficiency. Key concepts & keywords: Ticket workflow, customer support, helpdesk, conversation, agent, reply, tag, field, assignee, macro, internal note, status, shortcut, productivity, Gorgias.
Use intents and sentiments to prioritize and route tickets
Topic: AI-powered Intent and Sentiment Detection Features: Intents, Sentiments, Rule Templates ("Identify intents and sentiments") Questions/Problems: How do I automatically categorize customer messages? How can I prioritize and route tickets based on customer needs/feelings? What are the available intents and sentiments? How do I manage detected intents on tickets? How do I install the intent/sentiment rule template? What user roles and plans can use this feature? Keywords: AI, Intents, Sentiments, Rules, Automation, Ticket Prioritization, Ticket Routing, Customer Service, Helpdesk, Automatic Tagging, Customer Feedback, Analytics, User Permissions.
Assign tickets manually
Main Topic & Features: Managing ticket assignments in Gorgias. Features include assigning tickets to specific agents or teams, assigning tickets to yourself, and unassigning tickets. Questions/Problems Answered: How to assign a ticket to an agent, how to assign a ticket to a team, how to assign a ticket to yourself, and how to unassign a ticket from an agent or team. Key Concepts & Keywords: Ticket assignment, unassignment, assign, unassign, agent, team, assignee, self-assign, Gorgias, manage tickets, support tickets. A ticket can have one agent and one team assigned.
Other ticket management features
Main topic & feature names: Gorgias ticket actions menu, three dots icon. Features: merge ticket, mark as unread, show all events, print ticket, mark as spam, move to trash. Questions/problems answered: How to manage tickets effectively: merge duplicates, track read status, view ticket history/events, print conversations, handle spam, and delete tickets. Explains impacts of spam/trash actions & event retention policies. Key concepts & keywords: Ticket options, three dots icon, ticket management, merge tickets, mark unread, mark read, show events, ticket history, audit trail, print tickets, mark spam, delete tickets, trash view, spam view, agent workflow.
Snooze Gorgias tickets
Main topic: Snooze tickets. Features: Ticket states (Open, Closed, Snoozed), Rules. Questions/problems: What is ticket snoozing? How to manually or automatically snooze tickets? Why use snooze to manage ticket queues and workflows? When do snoozed tickets automatically reopen? Key concepts/keywords: ticket management, queue, workflow, automation, customer support, open ticket, closed ticket, snoozed ticket, snooze timer, customer reply, rules engine, agent productivity.
Merge Gorgias tickets
Main topic & features: Gorgias ticket merging, Auto-merge. Questions/problems answered: How to consolidate multiple customer support tickets into one. Centralizes conversations and prevents duplicate agent efforts. Explains manual merge steps, auto-merge setup, and specific merging requirements for various ticket types (email, chat, voice, social media). Identifies who can merge tickets. Key concepts & keywords: Merge tickets, consolidate, combine, auto-merge, source ticket, target ticket, helpdesk, customer support, duplicate tickets, un-merge, ticket management, agent workflow, channel.
Assign priority to tickets in Gorgias
Main Topic: Ticket Priority Management Feature Names: Ticket Priority, Rules, Views, Auto-assignment, Advanced Search Questions/Problems: How to assign ticket priority (manual/automatic)? How to use priority for workflow organization (rules, views, sorting)? Who can change/set ticket priority and create automation rules? What are the priority levels? Key Concepts: Urgency, impact, workload management, SLAs, user roles (all roles, owner, admin, leads), Helpdesk plans, connected stores, default priority (Normal), Low, High, Critical, auto-assignment order, filtering, conditions, automations. Keywords: Ticket priority, assign priority, set priority, manage tickets, priority levels, Normal priority, Low priority, High priority, Critical priority, manual priority, automatic priority, rules, views, sort tickets, filter tickets, auto-assignment, helpdesk, Gorgias.
Manage automatic ticket assignment in Gorgias
Main topic & feature names: Gorgias auto-assignment, ticket assignment, teams, rules, agent capacity, workflows. Questions or problems this article answers: How to set up and manage automatic ticket assignment in Gorgias. How to create and configure teams for ticket distribution. How to define rules to assign tickets to specific teams and individual agents. How tickets are prioritized and distributed based on agent availability and capacity. How to manage re-assignment of new or reopened tickets. Key concepts & keywords: Auto-assign, automate tickets, teams, rules, conditions, priority, creation date, agent eligibility, available status, capacity limits, new tickets, reopened tickets, unassign, workflows.
Take action on tickets in bulk
Main Topic & Features: Bulk actions for Gorgias tickets. Features include: Set status (open/closed), assign (agents/teams), apply Macros, add tags, mark read/unread, change priority, export, and delete tickets. Answers: How to efficiently manage many tickets? Steps to perform bulk operations like status changes, assignments, tagging, macro application, priority updates, exporting, and deleting. Clarifies user permissions for each action (e.g., account owner/admin/lead for export/delete). Key Concepts/Keywords: Bulk actions, ticket management, multi-select, assign tickets, macros, tags, ticket status, ticket priority, export tickets, delete tickets, user permissions, workflow efficiency.
Export tickets from Gorgias
Main Topic: Exporting Ticket Data Feature Names: Bulk Action, Analytics Drill-down, Custom Export Questions/Problems: How to export Gorgias tickets to CSV? How to get ticket metadata or message content? What are the export limits? Who can export tickets? How to export specific data not available via standard exports? Key Concepts & Keywords: Export tickets CSV export Ticket data Ticket message content Analytics export Bulk actions Custom export Helpdesk plans Admins, Leads, Account Owner Ticket ID, Tags, Priority, Customer email, Agent messages, Resolution time
Add internal notes to tickets
Main topic and feature names: Internal notes, User mentions, Creating internal-only tickets, Tracking internal notes with rules and tags, Macros. Questions or problems this article answers: How to add private comments to tickets, communicate internally with teammates, notify agents about tickets, create tickets for internal processes, apply macro actions without customer visibility, and track tickets containing internal notes. Key concepts and keywords: Internal note, private comment, agent communication, team collaboration, ticket, helpdesk, @mention, notification, macro, rule, tag, workflow, analytics, visibility.
Keyboard shortcuts
Main Topic/Features: Gorgias Keyboard Shortcuts, Shortcuts cheat sheet. Questions/Problems: How to find or access the list of available keyboard shortcuts in Gorgias? Where is the keyboard shortcuts cheat sheet located within the Gorgias helpdesk? Key Concepts/Keywords: Keyboard shortcuts, shortcuts, cheat sheet, navigation, efficiency, quick access, learn, Gorgias helpdesk, user interface.
Tickets auto-merge
• Main Topic: Auto-merge (tickets) • Feature Names: Auto-merge service, Exclude ticket from auto-merge (rule/macro action) • Questions/Problems: • How to combine multiple tickets from one customer? • How to configure Gorgias auto-merge? • What are auto-merge requirements/conditions? • How to prevent specific tickets from auto-merging? • Key Concepts/Keywords: • Ticket consolidation, Customer context, Open tickets, Time window, Eligible channels, Admins, Workflows, Rules, Macros, Manual merge, Un-merge (not possible)
Review customer history in Gorgias
Main Topic & Features: Customer Timeline, AI summaries, Shopify order data, customer profile merge. Answers: How to get a complete overview of customer interactions (ticket history, Shopify orders), use AI for conversation summaries, navigate past tickets, and merge duplicate customer profiles for a unified view. Key Concepts & Keywords: customer support, helpdesk, customer history, ticket management, Shopify integration, AI, customer 360, unified customer view, order data, context.
Translate tickets in Gorgias
Main Topic & Features: Gorgias Ticket Translation, Automatic Translation. Default translation language, Languages you know, Inbound message translation, Outbound message translation. Answers: How to enable and configure automatic ticket translation in Gorgias. How agents set individual language preferences (default language, known languages) for multilingual customer communication. How to translate incoming customer messages and outgoing agent replies. Key Concepts & Keywords: Multilingual support, customer service, localization, language preferences, user profile settings, agent communication, Gorgias helpdesk, translate tickets, inbound messages, outbound replies, language settings.
Handle tickets in Gorgias: Voice
Main Topic: Gorgias Voice add-on for calls within the helpdesk. Feature Names: Voice, Voice tickets, call routing, call recording, call hold, call transfer (agent, queue, external), outbound calls, Voice ticket events, call recordings, voicemail, Views, Rules. Questions Answered: How to answer, record, hold, or transfer calls using Gorgias Voice. How to make outbound calls. How to review call events, recordings, and voicemails in Voice tickets. How to organize Voice tickets using Views and automate actions with Rules. Key Concepts: VoIP, ticket management, agent availability, queues, automatic recording, call transcripts, voicemail transcription. Keywords: Gorgias Voice, calls, phone support, helpdesk, inbound, outbound, customer service, ticket events, call transfer, recording, hold, voicemail, views, rules.
Forward calls into or out of Gorgias
Main topic & features: Gorgias Call Forwarding, Voice Add-on, Gorgias phone number. Answers: How to forward Gorgias calls to an external device (mobile, landline), how to accept forwarded calls, how to forward calls when offline, how to forward external phone numbers into Gorgias, and setup requirements. Key concepts & keywords: Call forwarding, external number, offline calls, Voice, add-on, ringing behavior, round-robin, service provider, billable Voice tickets, Gorgias settings, profile.
Listen in on active Gorgias Voice calls
Main Topic/Features: Gorgias Voice add-on, Live Call Listening, Whisper to Agent. Answers: How Admins/Leads monitor ongoing customer calls for quality or agent support; how to provide real-time coaching to agents silently via the 'Whisper' feature; who has permissions to listen to calls; limitations of call listening (e.g., cannot listen to multiple calls, status changes to Unavailable); steps to start/stop listening and use the Whisper feature. Key Concepts/Keywords: Call monitoring, agent coaching, supervisor, team lead, call quality, real-time support, user permissions (Admins, Leads), unavailable status, call transfers.
Match Customer by Shopify Default Address Phone Number
Main Topic/Features: Shopify Customer Matching, Enable customer matching with Shopify. Questions/Problems Answered: How to automatically merge duplicate customer profiles in Gorgias using Shopify data; how phone number matching from Shopify's default shipping address works; steps to enable/disable this feature; its requirements, limitations, and important considerations for data integrity. Addresses providing complete customer history and faster support. Key Concepts/Keywords: Customer matching, Shopify, phone number, default shipping address, merge profiles, duplicate profiles, auto-merge, Gorgias, customer history, agent support, settings, admin, limitations, requirements.
Voice FAQ
Main Topic: Gorgias Voice (Calling, Phone Numbers, Call Management) Feature Names: Gorgias Voice, Call Forwarding, Call Porting, Native Phone Numbers, Automatic Call Recording, Call Transfer, Voice Tickets, Greeting Messages, Voicemail. Questions Answered: Bandwidth/network requirements for calls. Supported countries for calls/SMS. Number of phone numbers allowed. Difference between native, forwarding, and porting. How to keep existing phone numbers. Downtime during porting. When to delete old provider account. Forwarding calls into Gorgias (from external providers). Outbound caller ID with forwarding. Inbound caller ID with forwarding. Forwarding calls out of Gorgias. Recording forwarded calls. Customer costs for calls. International agent charges. Call transfer between agents/queues. Merging Voice tickets. Muting call notifications. Greeting message limits (TTS, custom recordings). Custom recording format/settings. Voicemail storage. Call recording/voicemail retention. Call distribution methods (broadcast, round-robin). Agent availability. Mobile app/browser call handling. Simultaneous ringing. Automated replies for missed calls. Customizing ringtones. Anonymizing phone numbers. Keywords: VoIP, Telephony, Call Center, Helpdesk, Customer Support, Phone Integration, Network Requirements, Bandwidth, Latency, Jitter, Packet Loss, Twilio, SMS, Coverage, Phone Numbers, Integration Limits, Delete Number, Native, Forwarding, Porting, Migrate, External Provider, Premium Numbers, Vanity Numbers, Number Barn, Downtime, Outbound Calls, Inbound Calls, Caller ID, Call Recording, Automatic Recording, Agent Profile, Toll-free, International Calls, Call Transfer, Agent, Queue, Voice Tickets, Merging Tickets, Call Notifications, Greeting Message, Voicemail, Text-to-speech, MP3, Storage, Call Distribution, Ring Behavior, Broadcast, Round-robin, Agent Availability, Mobile App, Mobile Browser, Automated Reply, Ringtones, Anonymize.
Voice Troubleshooting
Main Topic: Gorgias Voice troubleshooting, phone call issues. Feature Names: Gorgias Voice, Rules, Voicemail, Call Routing. Questions/Problems: Fix connection errors, microphone access, poor network, inability to make/receive calls, headset problems, VoIP quality issues (echo, jitter, packet loss), greyed-out call button, phone number search/matching, deleted number recovery, Rules not triggering for calls, forwarding issues, auto-assigning calls, number creation limits, international dialing restrictions, Magento 2 customer calls, voicemail setup. Key Concepts & Keywords: Refresh browser, clear cache, network test, microphone permissions, audio settings, Mac, Windows, headset, bandwidth, international format, +country code, deleted number, Rules triggers, routing settings, high-risk countries, voicemail recording.
Embed videos in chat messages
Main Topic: Gorgias Chat Video Embedding Features: Video embedding, Chat Campaigns Questions/Problems: How to embed videos in Gorgias chat messages and campaigns? What video providers are supported? Key Concepts: Embed video, chat widget, campaign bubble, supported providers (YouTube, Vimeo, Facebook, Dailymotion, Twitch, SoundCloud, Mixcloud, Streamable, Vidyard, Wistia, direct links), hyperlink preview, chat tickets, macros. Keywords: Chat video, embed video, Gorgias chat, video providers, campaigns, live chat, customer support, multimedia messages.
Handle tickets in Gorgias: Facebook comments, recommendations, and mentions
Main Topic: Facebook Integration, Ticket Management. Features: Facebook comments, recommendations, mentions, Messenger messages, Gorgias Bot, Private Reply via Messenger. Questions/Problems: How to respond to Facebook activity (comments, reviews, mentions)? How to reply privately via Messenger? What are the different types of Facebook tickets? Can I automate Facebook actions with Rules? Why can't I reply to a comment reply? What happens if I reply on Facebook instead of Gorgias? Does hiding a comment in Gorgias hide it on Facebook? Why do automatically hidden Facebook comments still appear in Gorgias? Why can't I send a private reply via Messenger? Key Concepts: Facebook channel, Gorgias helpdesk, ticket creation, public replies, private replies, comment hiding, Facebook API limitations, billable tickets, user permissions (Account owner, admins, everyone except Observers), Helpdesk plans. Keywords: Facebook, Messenger, comments, recommendations, mentions, tickets, reply, hide, like, private reply, Gorgias Bot, Rules, API, billable, integration, customer service.
Handle tickets in Gorgias: Facebook Messenger and Instagram DMs
Main Topic: Replying to Facebook Messenger and Instagram DM tickets in Gorgias. Features: Facebook Messenger integration, Instagram DM integration, Live chat tickets, AI Agent. Questions/Problems: How to reply to Messenger/Instagram DMs, messaging window limitations, understanding ticket creation/splitting, character limits, sending attachments, replying to comments privately, initiating conversations, Gorgias Bot attribution, blank DMs, Instagram inbox folders, liking DMs/stories, follower count display. Keywords: Facebook Messenger, Instagram DMs, Live chat, Meta messaging window, Gorgias Bot, character limits, attachments, private reply, customer timeline, Story mentions, Story replies.
Handle tickets in Gorgias: Instagram comments and mentions
Main Topic: Responding to Instagram activity via Gorgias. Feature Names: Instagram Integration, Instagram Direct Messages (DMs), Gorgias Bot. Questions/Problems: How to respond to Instagram comments, mentions, DMs, Stories replies from Gorgias? Who can configure Instagram and reply to tickets? Why didn't an ad comment create a ticket? Why does a deleted comment still appear in a ticket? What happens if I reply directly on Instagram? Why is follower count sometimes missing on Instagram tickets? Key Concepts: Instagram comments, mentions, DMs, Stories replies, private replies via DM, hiding comments, user permissions (account owner, admins, everyone), Helpdesk plans, connected stores, Gorgias Bot, channel icon. Keywords: Instagram, comments, mentions, DMs, Direct Messages, Stories, replies, hide, reply privately, user roles, permissions, plans, integration, customer support, social media.