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.
Handle tickets in Gorgias
Main topic: Ticket Handling Workflow Feature names: Ticket Panel, Conversation Thread, Ticket Header, Ticket Sidebar, Assign Tickets, Tags, Fields, Intents, Customer Timeline, Message Composer, Channel Selector, Macros, Internal Notes, Ticket Status (Open, Closed, Snoozed), Keyboard Shortcuts Questions answered: How to read, reply, manage, and navigate tickets in Gorgias. How to use macros and internal notes. Key concepts/keywords: Customer support, helpdesk, ticket management, agent workflow, customer communication, automation, efficiency, organization.
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.
Handle tickets in Gorgias: Facebook comments, recommendations, and mentions
Main Topic: Managing Facebook Activity in Gorgias Feature Names: Facebook comments, Facebook recommendations, Facebook mentions, Private reply via Messenger, Gorgias Bot, Channel icon Questions/Problems Answered: How to respond to Facebook comments, recommendations, and mentions. How to reply privately via Messenger to Facebook activity. What types of Facebook activity create tickets. Who can configure and use Facebook features. Limitations for replying to comment replies or sending private messages. How hiding comments works. Using Rules for automation. Key Concepts & Keywords: Facebook integration, Gorgias helpdesk, social media management, customer support, tickets, comments, recommendations, mentions, Messenger, private reply, public reply, hide comment, ad comments, user permissions, billable tickets, Meta API, automation, Rules.
Handle tickets in Gorgias: Facebook Messenger and Instagram DMs
Main Topic: Replying to Facebook Messenger & Instagram DM tickets in Gorgias. Feature Names: Live chat, AI Agent, Gorgias Bot, Customer timeline. Questions Answered: How to respond to Messenger & Instagram DMs, Story mentions/replies from Gorgias. What are Meta's messaging windows? How are Messenger & Instagram DM tickets handled in Gorgias (new vs. existing tickets)? Character limits for Messenger & Instagram replies. How to reply privately to Facebook/Instagram comments via DM. Can I initiate a DM conversation? Why are some replies attributed to Gorgias Bot? Sending attachments on Instagram DMs. Why DMs might be blank. How Instagram DM inbox folders (Primary/General) are handled. Liking Story mentions/DMs. When follower counts appear in customer profiles. Key Concepts & Keywords: Facebook Messenger, Instagram Direct Message (DM), Story mentions, Story replies, Live chat, Messaging windows, Ticket creation, Character limits, Private replies, Gorgias Bot, Customer timeline, Helpdesk plans, User permissions.
Handle tickets in Gorgias: Instagram comments and mentions
Main Topic: Instagram Integration, Responding to Instagram Tickets Features: Instagram Direct Messages (DMs), Instagram Comments, Instagram Mentions, Private Replies via DM, Hiding Comments Questions/Problems: How to respond to Instagram activity in Gorgias? What types of Instagram activity create tickets? How to reply privately to Instagram comments? Why isn't an ad comment creating a ticket? Why does a deleted comment still appear? What happens if I reply on Instagram directly? Why don't I always see follower counts? Key Concepts: Instagram tickets, Gorgias Bot, Channel icon, Reply by Instagram DM, Hide comment, Public reply, Private reply, Ticket sidebar, Customer handle, Follower count, Verified accounts, Billable tickets. Keywords: Instagram, Gorgias, tickets, comments, mentions, DMs, direct messages, reply, hide, private reply, public reply, social media, customer service, helpdesk.
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.
Handle tickets in Gorgias: WhatsApp
Main Topic: Replying to WhatsApp Tickets in Gorgias. Feature Names: WhatsApp tickets, AI Agent, Messaging windows, Message templates, Customer timeline. Questions Answered: How to reply to WhatsApp messages in Gorgias? What are WhatsApp messaging windows? How are WhatsApp tickets created and updated? How to send attachments via WhatsApp? How to start a new WhatsApp conversation? Why did my WhatsApp message fail? Can I send/receive voice messages, GIFs, or calls via WhatsApp in Gorgias? How are WhatsApp tickets billed? Where can I find WhatsApp tickets? Key Concepts & Keywords: WhatsApp integration, customer support, helpdesk, ticketing, message templates, 24-hour messaging window, attachments, Gorgias pricing, user permissions (Admins, Observers), connected stores, customer timeline, WhatsApp message failure, voice messages, GIFs, animated .webp.
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.
Review and update intents on tickets
Main Topic: Managing Message Intents in Gorgias Feature Names: Message Intents, Rules, Reports Questions/Problems: How to find detected intents on a customer message? How to update (remove/add) intents on a message? Why doesn't a message have an intent? Can I create custom intents? Key Concepts/Keywords: Intent detection, customer messages, ticket management, intent updates, rules, reports, message labeling, refund, order status, missing item, user roles (Lite, Basic, Lead, Admin), Helpdesk plans.
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
Tickets auto-merge
Main Topic: Auto-merge Feature Names: Auto-merge tickets, Exclude ticket from auto-merge (rule/macro action) Questions/Problems: How to configure auto-merge? How to enable/disable auto-merge? How to set auto-merge timeframes? What are the conditions for auto-merge? How to prevent tickets from auto-merging? What happens when tickets are merged? Key Concepts: ticket consolidation, open tickets, customer context, eligible channels, merge conditions, workflow, rule, macro Keywords: Auto-merge, merge tickets, automatic merge, Gorgias, tickets, customer service, support, helpdesk, configuration, settings, exclude, rule, macro, open tickets, channel, timeframe.
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.
Manage automatic ticket assignment in Gorgias
• Main Topic: Gorgias Auto-Assignment • Feature Names: Auto-assignment, Teams, Rules, Ticket assignment settings (Priority, Creation Date, Agent Eligibility, Capacity, Reassignment) • Questions/Problems: How to automatically assign tickets to agents/teams; How to set up ticket routing based on conditions; How to manage agent workload with auto-assignment; How to handle re-opened tickets. • Key Concepts/Keywords: Auto-assign, Ticket routing, Team assignment, Agent workload, Rules, Conditions, Priority, Capacity limits, Reassignment, Ticket management, Customer support.
Other ticket management features
Main topic: Ticket Management Options. Features: Merge ticket, Mark as unread/read, Show all events, Print ticket, Mark as spam, Move to trash. Questions/Problems: How to manage duplicate tickets? How to track read/unread status for tickets? How to view a ticket's history/actions? How to print a ticket? How to handle spam tickets? How to delete or archive tickets? Key concepts/keywords: Ticket header, three dots icon, ticket actions. Merging, unread, read, events, ticket history, chronological record, status, assignment, tags, rules, automation, SLA. Printing, pop-ups. Spam view, 30 days, notifications. Trash view, permanently deleted.
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.
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.
Add internal notes to tickets
Main Topic: Internal Notes, Mentioning Users Feature Names: Internal Note, Message Composer, Analytics, Rules, Tags Questions/Problems: How to add private comments to tickets, notify teammates, create internal-only tickets, track tickets with internal notes. Key Concepts: Non-customer-facing communication, team collaboration, ticket context, agent handoff, user tagging, notifications, internal processes, analytics exclusion. Keywords: Internal note, private comment, team communication, agent note, @mention, notify agent, create internal ticket, note tracking, Gorgias helpdesk.
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.
Translate tickets in Gorgias
Main Topic: Gorgias Ticket Translation Feature Names: Ticket Translation, Default Translation Language, Languages You Know, Enable Ticket Translations Questions/Problems Addressed: How to automatically translate customer messages (inbound/outbound)? How to set translation preferences (target language, known languages)? How to enable/disable ticket translation. How to view original or re-generate translations. How to translate outbound replies. Key Concepts & Keywords: Auto-translate, multi-language support, customer service, helpdesk, user profile settings, inbound messages, outbound messages, translation icon, original message, regenerate translation.
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.
Forward calls into or out of Gorgias
Main Topic: Call Forwarding in Gorgias Features: Forward calls out of Gorgias, Forward calls into Gorgias, Forward calls when offline. Answers: How to answer Gorgias calls on external devices, direct external calls to Gorgias, track all customer interactions, enable call forwarding for agents, set up offline call forwarding, port numbers. Key Concepts: Call forwarding, external device, Gorgias phone number, round-robin ringing, agent status, offline forwarding, service provider, Voice Add-on, billable Voice tickets. Keywords: Call forwarding, phone calls, Gorgias Voice, external numbers, mobile phone, landline, offline calls, porting numbers, call queues, settings, profile, service provider.
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.
Voice Troubleshooting
Main Topic: Troubleshooting Gorgias Voice issues. Features: Gorgias Voice, Rules, Call Routing, Integrations (Shopify, Magento 2), Voicemail. Questions/Problems: Connectivity errors, microphone access, poor network, call making/receiving, headset problems, VoIP quality, greyed-out call button, phone number search, customer profile matching, deleted numbers, Rules not firing, call forwarding, auto-assigning calls, number availability, international dialing, Magento 2 customer calls, voicemail issues. Keywords: Voice, call, phone, troubleshoot, error, microphone, network, headset, VoIP, audio, latency, jitter, packet loss, Rules, forwarding, integration, Shopify, Magento, voicemail, permissions, cache, cookies, Twilio network test.
Match Customer by Shopify Default Address Phone Number
Main Topic: Customer Matching with Shopify Feature Names: Enable customer matching with Shopify, automatic merge, auto-merge Questions Answered: How to automatically merge duplicate customer profiles in Gorgias using Shopify data? How to enable customer matching with Shopify? What are the requirements for Shopify customer matching? How does phone number matching work with Shopify? What are the limitations of this feature? Key Concepts: Duplicate customer profiles, customer history, faster support, phone number matching, default shipping address, auto-merge, Shopify integration, Admin permissions. Keywords: Gorgias, Shopify, customer matching, merge profiles, duplicate customers, phone number, shipping address, integration, helpdesk, settings, store management.