Best practices for Rules
Main Topic/Features: Gorgias Rules automation. Covers: Auto-tag, Auto-close, Auto-reply, Priority Rules, Auto-snooze, Delay actions (Ticket Snooze Delay Ends trigger), Set Ticket Fields, OOO (Out-of-Office) un-assignment, Add ticket ID to subject. Questions/Problems Answered: How to automate various ticket management workflows? How to efficiently categorize, respond, close, or snooze tickets? How to handle agent out-of-office situations? How to follow up on tickets after a delay? How to track tickets by adding IDs to the subject? Key Concepts/Keywords: Rules, automation, tickets, auto-tagging, auto-closing, auto-replying, snoozing, ticket fields, out-of-office, agent un-assignment, ticket ID, subject line, workflow efficiency, customization, best practices.
Urgent ticket Rule best practices
Main topic & features: Gorgias Rules, Views. Automated ticket identification, management, and routing. Features include Rule setup, View filters, and auto-tagging. Questions/problems answered: How to identify and prioritize urgent customer tickets (e.g., cancellations, frustrated customers)? How to recognize and manage VIP/loyal customer tickets with special attention? How to create custom workflows for specific ticket types? Key concepts & keywords: Urgent tickets, VIP shoppers, loyal customers, auto-tag, ticket priority, rule conditions, view filters, workflow automation, customer service, ticket segmentation, customer support.
Auto-tag Rule best practices
Main topic: Gorgias Rules for automating ticket tagging and organization. Features: Rules, Tags, Views, auto-assign, Klaviyo integration. Answers: How to automate ticket management and workflow. Solves problems like: Auto-assigning "cancel order" tickets. Tagging "urgent order edit" requests. Tagging tickets based on integration/brand (multi-brand support). Identifying and tagging tickets by customer language. Auto-tagging Facebook/Instagram comments for sorting. Excluding automated emails from Klaviyo segments. Key concepts/keywords: Rules, Tags, ticket automation, workflow management, agent assignment, ticket organization, cancel orders, order edits, multi-brand, language detection, social media, Klaviyo.
Auto-close Rule best practices
Main Topic/Features: Gorgias Rules, Auto-close tickets, Mentions auto-close Rule (Instagram), Facebook auto-close Rule, Auto-close notifications, Auto-close tickets from specific users. Answers: How to automatically close irrelevant tickets, reduce Views clutter, manage social media noise (giveaways, Instagram mentions, Facebook comments), auto-close payment notifications, and block/close tickets from specific users. Key Concepts/Keywords: Rules, auto-close, tickets, Views, Instagram, Facebook, mentions, comments, notifications, user, message body, intents, @ symbol, no space condition, other/no reply.
Auto-reply Rule best practices
Main Topic & Feature Names: Gorgias Rules, auto-reply, auto-response, business hours, Shopify variables, Intents, snooze delay, automated follow-up. Questions or Problems Answered: How to set up automated responses for customer availability, FAQs, and order tracking. How to use auto-replies during/outside business hours. How to provide order status & tracking info using Shopify variables. How to automate internal communication with notes & Intents. How to auto-reply or close tickets after a snooze delay. Key Concepts & Keywords: Rules, auto-reply, auto-response, automation, business hours, Shopify, tracking number, order status, internal note, Intents, snooze, ticket management, customer support.