Tickets Sidebar 101
Main topic: Ticket sidebar organization, Views, Sections Features: Default views, Custom views, Live chats, Tickets panel, Real-time messaging Answers: How to organize ticket sidebar, manage default views, create custom views, understand live chat behavior, troubleshoot deactivated views. Key concepts: Views, Sections, Shared views, Private views, Filters, Auto-Assignment, Workflow streamlining, Ticket prioritization, Sidebar customization, Real-time channels, WhatsApp, Chat. Keywords: Tickets, Sidebar, Organize, Manage, Default, Custom, Views, Sections, Live chats, Filter, Agents, Admins, Prioritization, Workflow, Deactivated views, Real-time messaging.
Tickets Panel
Main Topic: Tickets Panel Features: Ticket preview, ticket management, sorting options Questions/Problems: How to view/manage multiple tickets simultaneously? How to sort tickets? What do ticket icons mean? Key Concepts: Tickets panel, sidebar navigation, ticket status icons (blue, grey, red dot), sorting (date created, last message, last received), agent workflow, multi-ticket handling. Keywords: Tickets panel, sidebar, preview tickets, manage tickets, sort tickets, ticket status, unread messages, agent view.
Manage views and sections in Gorgias
• Main topic: Views & Sections (ticket organization) • Features: Default Views, Shared Views, Private Views, Sections, Filters • Questions answered: • Who can create/manage views/sections? • How to create, edit, delete, or order views/sections? • How to add/remove default views? • How to change shared view visibility? • How to organize tickets efficiently? • Key concepts: ticket organization, workflow, helpdesk, user permissions (account owner, admin, lead, agent), public vs. shared vs. private, filters, operators, values, sidebar.
Best practices and templates for Views
Main Topic & Features: Gorgias Views customization, filters. Discusses Order-based, Social Media, Language-specific, Tag/Assignment, Channel-specific, and SLA Views. Questions/Problems Answered: How to customize ticket grouping, manage workflow effectively, align support teams (e.g., by language or type), prioritize tickets (social, live channels), and track by response time. Key Concepts & Keywords: Views, filters, tickets, workflow, agents, teams, customization, social media, language, channel, tags, SLA, ticket management, prioritization.